8 Senior Customer Experience Manager jobs in whatjobs
Senior Customer Experience Manager
Posted 19 days ago
Job Viewed
Job Description
Key responsibilities include:
- Developing and executing a comprehensive customer experience strategy to improve customer satisfaction and retention.
- Leading, mentoring, and coaching a remote team of customer service representatives and team leads.
- Defining key performance indicators (KPIs) for customer service and monitoring team performance against these metrics.
- Analyzing customer feedback, surveys, and interaction data to identify areas for improvement and implement solutions.
- Designing and optimizing customer service workflows, scripts, and knowledge base content.
- Implementing and managing customer service technologies, including CRM systems and ticketing platforms.
- Collaborating with cross-functional teams (e.g., product, marketing, sales) to ensure a seamless customer journey.
- Handling escalated customer issues with professionalism and efficiency.
- Staying updated on industry trends and best practices in customer experience management.
- Developing and conducting training programs for customer service staff.
Senior Customer Experience Manager
Posted 19 days ago
Job Viewed
Job Description
Key responsibilities include designing and optimizing customer service processes, managing CRM systems, and developing training programs for support staff. You will work closely with product and marketing teams to ensure a consistent brand experience across all touchpoints. The ideal candidate will possess a strong understanding of customer psychology, excellent leadership skills, and a proven ability to motivate teams to deliver outstanding service. Experience with data analytics to track key customer experience metrics (NPS, CSAT, CES) and translate insights into actionable strategies is crucial. You should be adept at managing challenging customer situations and resolving escalations effectively.
Essential qualifications include a Bachelor's degree in Business Administration, Marketing, Communications, or a related field. A Master's degree is a plus. A minimum of 7 years of experience in customer service management, customer experience, or a related field is required, with a demonstrated track record of leading and developing high-performing teams. Proven experience in developing and implementing customer service strategies and processes is mandatory. Excellent communication, problem-solving, and interpersonal skills are essential. Proficiency in customer support software and CRM platforms is a must. This is an exciting opportunity for a seasoned CX professional to shape exceptional customer experiences and drive customer success in a remote-first environment.
Senior Customer Experience Manager
Posted 16 days ago
Job Viewed
Job Description
Key Responsibilities:
- Develop and implement a comprehensive customer experience strategy.
- Map the customer journey and identify opportunities for improvement at each stage.
- Analyze customer feedback, surveys, and behavioral data to gain insights.
- Lead and mentor the customer support team, setting performance goals and providing coaching.
- Develop and deliver training programs for customer-facing staff.
- Implement best practices in customer service, support, and engagement.
- Collaborate with product, marketing, and sales teams to ensure a unified customer experience.
- Utilize CRM and helpdesk systems to track customer interactions and resolve issues.
- Identify and implement new technologies and tools to enhance customer service delivery.
- Monitor key customer experience metrics (e.g., NPS, CSAT, churn rate) and report on performance.
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 5-7 years of experience in customer experience management, customer service leadership, or a related field.
- Proven track record of designing and implementing successful customer experience strategies.
- Strong understanding of UX principles and customer journey mapping.
- Excellent analytical and problem-solving skills, with experience in data analysis.
- Exceptional leadership, communication, and interpersonal skills.
- Proficiency with CRM and customer support platforms.
- Demonstrated ability to lead and manage remote teams effectively.
- Passion for delivering outstanding customer service and driving loyalty.
Senior Customer Experience Manager
Posted 10 days ago
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Job Description
Responsibilities:
- Develop and implement comprehensive customer experience strategies.
- Lead, manage, and mentor customer service and support teams.
- Oversee customer support channels (phone, email, chat, social media) to ensure high service levels.
- Analyze customer feedback, metrics, and trends to identify areas for improvement.
- Collaborate with cross-functional teams to enhance the overall customer journey.
- Develop and implement customer service policies and procedures.
- Drive initiatives to improve customer satisfaction, retention, and loyalty.
- Manage and optimize CRM systems and customer support tools.
- Train and coach team members on best practices in customer service and experience.
- Report on customer experience performance and key metrics to senior management.
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 7 years of experience in customer experience or customer service management.
- Proven experience in developing and executing CX strategies.
- Strong leadership and team management skills, especially in a remote setting.
- Proficiency with CRM software and customer support platforms.
- Excellent analytical and problem-solving abilities.
- Strong communication and interpersonal skills.
- Experience in data analysis and reporting on customer metrics.
- Ability to work autonomously and foster a positive team environment virtually.
- Deep understanding of customer service best practices.
Senior Customer Experience Manager
Posted 18 days ago
Job Viewed
Job Description
Key Responsibilities:
- Develop and execute a comprehensive customer experience strategy aligned with business objectives.
- Map customer journeys and identify key moments of truth and opportunities for improvement.
- Design and implement initiatives to enhance customer satisfaction, loyalty, and retention.
- Oversee customer feedback mechanisms (surveys, reviews, social listening) and translate insights into actionable plans.
- Collaborate with product, marketing, sales, and support teams to ensure a consistent and positive customer experience.
- Establish key performance indicators (KPIs) for customer experience and track progress regularly.
- Train and mentor customer-facing teams on best practices in customer service and engagement.
- Manage customer service technologies and tools to optimize efficiency and effectiveness.
- Act as a customer advocate within the organization, ensuring their needs are understood and addressed.
- Stay abreast of industry best practices and emerging trends in customer experience management.
- Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer experience, customer service management, or a related role.
- Demonstrated success in developing and implementing customer-centric strategies.
- Strong understanding of customer journey mapping, persona development, and feedback analysis.
- Excellent analytical and problem-solving skills, with the ability to interpret data and derive insights.
- Exceptional communication, presentation, and interpersonal skills.
- Proven ability to lead and motivate cross-functional teams in a remote setting.
- Experience with CRM systems and customer experience management platforms.
- A passion for creating outstanding customer interactions and building lasting relationships.
- Ability to adapt to changing business needs and priorities.
Senior Customer Experience Manager
Posted 8 days ago
Job Viewed
Job Description
Key Responsibilities:
- Develop and implement a comprehensive customer experience strategy to enhance customer satisfaction and loyalty.
- Lead, manage, and coach the customer service and helpdesk teams, fostering a positive and high-performing environment.
- Define and monitor key customer experience metrics (e.g., CSAT, NPS, CES) and implement strategies to achieve target scores.
- Analyze customer feedback and interaction data to identify pain points and areas for improvement in products, services, and processes.
- Develop and refine customer support processes, workflows, and service level agreements (SLAs).
- Implement and manage customer support tools and technologies, ensuring efficient operations and data integrity.
- Create and maintain customer-facing knowledge bases, FAQs, and support documentation.
- Train and mentor customer service representatives on product knowledge, communication skills, and problem-solving techniques.
- Collaborate with other departments (e.g., Product, Sales, Marketing) to ensure a consistent and positive customer experience across all touchpoints.
- Handle escalated customer issues and complaints, resolving them efficiently and effectively.
- Champion a customer-centric culture throughout the organization.
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 6 years of experience in customer service, customer support, or customer success management, with at least 2 years in a leadership role.
- Proven experience in developing and implementing customer experience strategies.
- Strong understanding of customer support operations, helpdesk software, and CRM systems.
- Excellent leadership, coaching, and team management skills.
- Exceptional problem-solving, analytical, and communication skills.
- Proficiency in analyzing customer data and translating insights into actionable improvements.
- Ability to manage multiple priorities and thrive in a fast-paced, remote environment.
- Strong empathy and a genuine passion for delivering outstanding customer service.
- Experience with performance management and team development.
Senior Customer Experience Manager
Posted 5 days ago
Job Viewed
Job Description
Responsibilities:
- Lead and manage a remote customer service team.
- Develop and implement customer service strategies and initiatives.
- Monitor and analyze customer feedback and satisfaction metrics.
- Identify opportunities for service improvement and implement solutions.
- Develop and deliver customer service training programs.
- Ensure consistent delivery of high-quality customer support.
- Manage customer escalations and resolve complex issues.
- Collaborate with other departments to enhance the overall customer journey.
- Stay up-to-date with industry trends and best practices in customer experience.
- Drive a culture of customer-centricity within the organization.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum of 6 years of experience in customer service management or customer experience.
- Proven experience managing remote customer support teams.
- Strong leadership, coaching, and motivational skills.
- Excellent analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Proficiency in customer relationship management (CRM) software.
- Ability to work independently and manage a remote team effectively.
- Demonstrated success in improving customer satisfaction and loyalty.
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Senior Customer Experience Manager
Posted 1 day ago
Job Viewed
Job Description
Key Responsibilities:
- Develop and execute comprehensive customer experience strategies that align with business objectives and customer needs.
- Lead, mentor, and manage a global team of remote customer support representatives and technical support specialists.
- Define and monitor key performance indicators (KPIs) for customer satisfaction, issue resolution times, and Net Promoter Score (NPS).
- Implement and continuously improve customer support processes and workflows to ensure efficiency and effectiveness.
- Develop and maintain comprehensive knowledge base articles, FAQs, and self-service resources.
- Identify customer pain points and work cross-functionally with product, engineering, and sales teams to implement solutions.
- Manage customer escalations and ensure timely and satisfactory resolution of complex issues.
- Analyze customer feedback and data to identify trends and opportunities for service improvement.
- Champion a customer-centric culture throughout the organization.
- Oversee the adoption and utilization of customer support technologies and tools.
Required Qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 7 years of experience in customer service, customer success, or a related field, with at least 3 years in a management or leadership role.
- Proven track record of developing and implementing successful customer experience strategies.
- Demonstrated experience in managing and motivating remote teams.
- Excellent understanding of customer support best practices, methodologies, and technologies (e.g., CRM, ticketing systems, knowledge bases).
- Strong analytical and problem-solving skills, with the ability to interpret customer data and feedback.
- Exceptional communication, interpersonal, and conflict-resolution skills.
- Ability to collaborate effectively with cross-functional teams in a virtual environment.
- Proven ability to manage multiple priorities and thrive in a fast-paced, dynamic, and remote setting.
- Experience in the technology or SaaS industry is highly desirable.