Customer Experience Manager

Summary

We are looking to hire a Customer Experience Manager to join us in our mission to educate the world. The successful candidate shall be responsible for overseeing and optimizing the customer experience, with a focus on the telesales, customer retention, and customer support functions.

Responsibilities

• Develop and execute strategies to drive telesales, focusing on achieving sales targets and revenue growth
• Implement initiatives to optimize customer retention rates by identifying opportunities to enhance customer loyalty and reduce churn
• Lead and manage a team of Customer Support Representatives, ensuring high-quality service delivery and customer satisfaction
• Monitor and analyze customer feedback and data to identify trends, issues, and areas for improvement
• Collaborate with cross-functional teams, including Sales, Marketing, and Product Development, to align customer experience initiatives and drive business growth
• Design and implement customer engagement programs to nurture and strengthen customer relationships
• Develop and maintain customer service standards, policies, and procedures to ensure consistent and exceptional customer support
• Identify and implement technology solutions to improve customer experience and streamline customer support processes
• Conduct regular performance evaluations for the Customer Support Team, providing feedback and coaching to drive continuous improvement
• Stay updated on industry trends and the best practices in customer experience management, incorporating relevant insights into strategies and initiatives
• Prepare and present reports on key customer experience metrics, trends, and performances to senior management
  
  

Qualifications and Work Experience

• Bachelor's degree in business administration, marketing, or a relevant field
• 7+ years of experience in a telesales, customer retention, or customer support role
• Proficiency in the customer relationship management (CRM) software and other relevant tools
• Demonstrated ability to develop and implement customer experience strategies that drive sales and enhance customer satisfaction
• Knowledge of the best practices in customer experience management and customer support
  
  

Job Behavioral Competencies

• Excellent leadership and management skills
• Exceptional communication and interpersonal skills
• Analytical mindset with the ability to interpret data and make data-driven decisions
• Strong problem-solving and decision-making skills
• Flexibility and adaptability to work in a fast-paced and dynamic environment
  
  

Powered by JazzHR

XZ5O8hqiiV