Customer Experience Manager

We are looking for a responsible, customer-focused, and proactive individual to oversee and manage the company's customer experience initiatives, ensuring a positive, consistent, and seamless experience across all customer touchpoints. The successful candidate will be responsible for developing customer experience strategies, improving service quality, managing customer feedback, resolving complaints, monitoring customer satisfaction, and building long-term customer relationships.

The ideal candidate should have strong leadership, communication, analytical, and problem-solving skills, with the ability to understand customer needs, improve service processes, lead customer service teams, and maintain high standards of customer satisfaction and loyalty.

• Oversee and manage the overall customer experience to ensure consistent, high-quality service across all customer touchpoints.
• Develop and implement customer experience strategies, service standards, and improvement plans aligned with company objectives.
• Monitor customer satisfaction, customer loyalty, and service performance to identify areas for improvement.
• Supervise, guide, and support customer service teams to ensure professional, efficient, and customer-focused service delivery.
• Establish and maintain standard operating procedures (SOPs) for customer interactions, complaint handling, and service recovery.
• Monitor customer feedback, reviews, surveys, and complaints to identify recurring issues and improvement opportunities.
• Handle escalated customer complaints and complex service issues professionally, ensuring timely and effective resolution.
• Analyze customer behavior, expectations, and feedback to improve products, services, and overall customer satisfaction.
• Develop initiatives to enhance customer engagement, retention, loyalty, and long-term relationships.
• Coordinate with sales, marketing, operations, and other departments to ensure a seamless customer journey.
• Monitor customer service performance indicators, including satisfaction scores, response times, complaint resolution rates, and retention rates.
• Prepare customer experience reports and provide regular updates to management on performance, customer trends, and improvement initiatives.
• Identify gaps in existing service processes and recommend practical solutions to improve efficiency and service quality.
• Organize customer service training and coaching programs to enhance employees' communication, problem-solving, and service delivery skills.
• Ensure customer inquiries, requests, and complaints are handled accurately, consistently, and within established service timelines.
• Develop and implement customer feedback collection systems to support continuous service improvement.
• Maintain accurate customer records and ensure customer information is handled confidentially and in accordance with applicable data protection requirements.
• Support the development of customer communication strategies across relevant channels, including in-store, telephone, email, social media, and digital platforms.
• Collaborate with relevant teams to improve service recovery procedures and prevent recurring customer issues.
• Monitor industry trends, customer expectations, and competitor service practices to identify opportunities for improvement.
• Manage customer experience projects, service improvement initiatives, and relevant departmental budgets where applicable.
• Perform other duties and responsibilities assigned by management.

• Diploma or Bachelor's degree in Business Administration, Customer Experience Management, Marketing, Communications, Hospitality Management, or a related field is preferred.
• Previous experience in customer service, customer relationship management, retail, hospitality,…