Customer Experience Manager

At Axess

JOB OBJECTIVE

The Customer Experience Manager is responsible to enhance customer experiences and optimize interactions between the company and its clients to boost customer satisfaction and drive business success.

RESPONSIBILITIES AND DUTIES

• Develop and implement strategies to enhance the quality of customer interactions, defining the customer journey to ensure each touchpoint contributes to a positive customer experience.
• Collect, analyze, and interpret data from customer interactions to identify requirements and optimize the customer experience. Set up and manage systems for collecting feedback, such as surveys, focus groups, or direct customer interviews.
• Lead and train customer service teams to deliver excellent service, including hiring and developing staff, setting performance standards, and ensuring these standards are met.
• Continuously look for ways to streamline customer service processes to make them more efficient and effective. This could involve updating software and tools, refining service protocols, or introducing new technologies.
• Act as a bridge between the customer and the company, addressing complaints and issues swiftly and effectively to ensure customer satisfaction and loyalty.
• Establish and monitor key performance indicators (KPIs) for customer experience, such as customer satisfaction scores, Net Promoter Score (NPS), retention rates, and average handling time.
• Work with other departments like marketing, sales, and product development to ensure a cohesive customer experience that aligns with the company’s overall objectives.
• Ensure that all aspects of the customer experience align with and reinforce the brand’s values and promises.
• Identify digital opportunities to improve customer experience.
• Optimize the company’s organizational structure to give more focus to customer service and experience.

QUALIFICATIONS & EXPERIENCE

• Minimum of 7 years of relevant work experience in customer service or marketing, with leadership experience.
• Bachelor’s degree in business management or a related discipline.
• Familiarity with the automotive sector and industry is a strong advantage.