Main Purpose:
The Customer Experience Manager will be responsible for understanding, mapping, and optimizing the customer experience, across all touchpoints and channels. This role serves as the voice of our customers within the organization and play a key role in ensuring an exceptional experience. The goal is to create a seamless and consistent customer journey at every stage.
This role involves managing customer service operations, implementing strategies to enhance the customer experience, and working closely with various teams to foster a customer-centric culture. This includes understanding the customers needs, preferences, and behaviors, and using this information to improve the customer experience and drive loyalty and satisfaction - before, during and after purchase. Responsibilities also include responding to inquiries, and collaborating with different teams.
Knowledge Skills and Abilities, Key Responsibilities:
Key Responsibilities:
- Coordinate Customer Contact Centers: Manage B2C and B2B contact centers, addressing inquiries and resolving issues through communication channels.
- Develop and maintain FAQs, knowledge bases, and training materials that empower customers to find self-service solutions.
- Assist in Lead initiatives to improve customer onboarding processes and ensure seamless transitions for new users.
- Personalize customer support by understanding frequent customers’ behaviors to resolve issues quickly.
- Customer-Centric Mindset: Develop and implement strategies to improve customer satisfaction and loyalty, including personalized service, customer feedback programs, and loyalty initiatives. Always put the customer first and prioritize their needs and expectations in business decisions. Focus on positive customer experience at every step of the customer journey.
- Team Leadership: Train, mentor, and motivate staff to deliver outstanding customer service. Monitor performance and provide ongoing feedback and development opportunities.
- Operational Excellence: Ensure operations meet company standards and policies. Oversee the handling of customer inquiries, complaints, and returns in a professional and timely manner.
- Customer Insights: Analyze customer feedback and sales data to identify trends and areas for improvement. Use insights to drive enhancements in services and operations.
- Collaboration: Collaborate with cross-functional teams to relay customer insights. Assist in creating and implementing customer experience strategies that enhance the overall journey of the customer. Focus on a customer-centric solution and work closely with product development teams to incorporate customer feedback into future enhancements. Helps to align different stakeholders around a common vision for customer experience, ensuring that products provide real value and turning customers into ambassadors.
- Adaptability: Be open to change and quickly adjusting strategies based on evolving customer needs, market trends and new technologies.
- Reporting: Track and report on key performance indicators (KPIs) related to customer service and satisfaction. Provide actionable insights to management focus on CX, including:
- How quickly a customer service representative was able to solve a problem.
- How fast a website or mobile app loaded.
- How well a customer could find what they were looking for.
Qualifications:
- Educational Background: Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (Master’s degree is a plus).
- Proven experience (3-5+ years) in customer experience management, customer service, or related roles.
- Experience in leading teams, with a track record of improving team performance and customer satisfaction.
- Familiarity with CX tools and platforms such as CRM software (Salesforce, HubSpot) and customer feedback tools (Medallia, Qualtrics).
- Experience with journey mapping and identifying customer pain points.
- Strong analytical skills: Ability to interpret data, derive insights, and apply them to improve customer satisfaction.
- Exceptional communication and interpersonal skills, both written and verbal.
- Proficiency in conflict resolution and ability to handle escalations effectively.
- Knowledge of customer-centric methodologies, such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
- Project management skills: Experience in coordinating cross-functional teams and managing deadlines.
- Empathy and active listening: A deep commitment to understanding customer needs.
- Problem-solving mindset: Innovative thinker with a knack for creating customer-centric solutions.
- Ability to manage stress and thrive in a fast-paced environment.
- Advanced knowledge of data visualization tools like Power BI or Tableau for reporting and analysis.
- Comfortable with digital tools for customer engagement (e.g., chatbots, social media platforms).
- Familiarity with e-commerce platforms or retail systems is a plus.
- Ability to drive continuous improvement in customer touchpoints and processes.
- Strong understanding of customer behavior analytics and market trends.
- Experience with designing and implementing customer loyalty programs.
Key Relationships and Department Overview:
Key Relationships:
- Internal – GM, Finance Managers, Retail Business managers, Convenience Retail leads, Territory Managers, and key users in all countries, FSO team.
- External – Applications support providers, Group IT solutions/services providers, in-country IT providers for retail business, Puma Dealers and Puma end customer.
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