Customer Experience Manager

2. Customer Feedback Analysis
-Collect and interpret customer feedback via surveys, NPS, and direct interactions.
-Identify trends and pain points to inform strategic improvements.

3. Cross-Functional Collaboration
-Oversee and lead the marketing, sales, product development, and operations to align customer insights with business goals.
-Advocate for customer-centric decision-making across departments.

4. Team Leadership & Development
-Lead, coach, and develop a high-performing customer experience team.
-Foster a culture of empathy, accountability, and continuous improvement.

5. Training & Enablement
-Lead the development and delivery of targeted training sessions aimed at improving customer service, communication, and selling capabilities throughout the organization.
-Empower frontline teams with tools and knowledge to enhance customer interactions.

6. Customer Retention & Outreach
-Develop and implement customer retention strategies to increase loyalty and reduce churn.
-Design and execute outreach campaigns to re-engage inactive clients and attract new prospects.
-Organize webinars, check-ins, and follow-ups to maintain strong client relationships.

7. Customer Satisfaction Monitoring
-Track and report on KPIs such as CSAT, NPS, and customer retention.
-Use data to proactively address issues and optimize processes.

8. Innovation & Continuous Improvement
-Identify opportunities for innovation in customer engagement and support.
-Pilot and scale new initiatives that enhance the customer journey.

Qualifications:
* A Bachelor's degree in Business Administration, Marketing, or a related field is preferred but not required.
* 3-5 years of experience in customer service or experience management roles.
* Proven track record of improving customer satisfaction and loyalty.
* Strong leadership and team-building skills.
* Proficiency in CXM platforms, CRM systems (e.g., Salesforce, Zendesk) and excel.
* Excellent communication, interpersonal, and problem-solving abilities.
* Analytical mindset with experience in journey mapping and process optimization.
* Ability to thrive in a fast-paced, dynamic environment.

Preferred Attributes:
* Passion for customer advocacy and experience innovation.
* Strategic thinker with a hands-on approach.
* Comfortable presenting insights and recommendations to senior leadership.
* Enthusiastic about balancing professional excellence with personal interests.

Pay Range: $55,000 to $85,000