Customer Experience Manager

Job description

The role leads and improves the overall customer journey across the platform. Develops strategies aligned with company goals. Monitors project progress and provides regular updates to stakeholders. Identifies risks and creates mitigation plans to ensure project success. Manages the customer experience strategy across all touchpoints. Monitors and enhances customer satisfaction metrics. Manages projects from start to finish. Coordinates cross‑functional teams to ensure timely delivery of objectives. Analyzes customer feedback, complaints and operational data to identify trends and improvement opportunities. Collaborates with operations, sales, product and technology teams to enhance service delivery and user experience. Develops and implements operational procedures and service standards to ensure consistency and quality

Requirements

• Proficient in Excel
• Knowledge of CRM systems
• Experience in sales
• Experience in customer service
• Experience in stakeholder management

Skills