Key Responsibilities:
- Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
- Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
- Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
- Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
- Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
- Coordinate internal resources and third parties/vendors for the flawless execution of service digitization projects
- Ensure that all projects are delivered on-time, within scope and within budget
Qualifications:
- A minimum of Masters degree in business administration,
- Certifications in customer experience management preferred
- 15 + years of experience in customer service, customer experience management
- Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
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