Customer Excellence Manager

We are seeking a Customer Excellence Manager to champion a customer-centric culture across the organization. This role is crucial for ensuring a seamless and exceptional customer experience from start to finish. You will be responsible for leading teams, analyzing customer data, and driving initiatives that not only resolve issues but also proactively enhance customer satisfaction and loyalty.

Key Responsibilities

• Customer Experience Strategy: Develop and execute a comprehensive customer excellence strategy that aligns with business goals. You will lead initiatives to improve customer satisfaction and loyalty by mapping the customer journey and identifying key touchpoints for improvement.
• Team Leadership: Lead and mentor a team of customer service and support professionals, fostering a culture of ownership and accountability. You will set performance targets, provide coaching, and ensure the team is equipped with the right tools and training to deliver exceptional service.
• Data Analysis & Insights: Utilize customer feedback, NPS (Net Promoter Score), and other data to analyze trends and identify areas for improvement. You will translate these insights into actionable strategies and reports for senior leadership.
• Problem Resolution: Oversee the resolution of complex customer issues and escalations. You will work with cross-functional teams, including sales, operations, and technical support, to ensure timely and effective problem-solving and implement long-term solutions.
• Process Improvement: Continuously review and refine customer-facing processes and policies to increase efficiency and enhance the customer experience. You will drive a culture of continuous improvement, ensuring that the voice of the customer is at the forefront of all decision-making.