The opportunity:
Overview: As a CX Leader, you will be responsible for the end-to-end management of client projects that focus on improving client interactions and solution delivery. This role requires collaboration with cross-functional teams to ensure timely, efficient, and client-centric project outcomes. You will oversee the planning, execution, and monitoring of initiatives designed to enhance customer satisfaction and loyalty, while ensuring alignment with business goals.
Responsibilities:
- Project Management: Lead and manage multiple customer experience projects from initiation to completion, ensuring they are delivered on time, within scope, and on budget.
- Stakeholder Management: Liaise with internal and external stakeholders, including customers, business units, and third-party vendors, to gather requirements, align on goals, and ensure effective communication throughout the client lifecycle.
- Customer-Centric Approach: Ensure all initiatives are designed with the customer in mind, creating solutions that enhance the overall customer experience and address customer pain points.
- Risk & Issue Management: Proactively identify potential risks and issues related to accounts, and develop mitigation strategies to address them, ensuring minimal impact on project delivery, customer satisfaction, and revenue losses.
- Reporting & Analytics: Track project performance, progress report, and provide regular updates to leadership on key milestones, challenges, and successes.
- Customer Retention: Ensuring no revenue loss and generating additional revenue through the successful handling of change requests and upgrades.
Qualifications & Skills:
- Experience: 12+ years of experience in project or delivery management, preferably in a client experience or client-facing environment.
- Leadership: Strong leadership skills with a proven ability to manage a team of 5-7 members and influence stakeholders at all levels.
- Client-Centric Mindset: Passion for delivering exceptional customer experiences and an understanding of customer journeys.
- Technical Proficiency: SQL & Advanced Excel proficiency. If not hands-on, the individual is expected to learn during the onboarding process.
- Problem-Solving: Strong analytical and problem-solving skills, with the ability to manage complex issues and provide innovative solutions.
- Adaptability: Comfortable working in a fast-paced, dynamic environment and adaptable to changing priorities.
