2 Senior Customer Experience Manager jobs in whatjobs
Senior Customer Experience Manager
Posted 16 days ago
Job Viewed
Job Description
Our client is looking for an accomplished and visionary Senior Customer Experience Manager to lead and enhance their customer support and engagement initiatives. This is a fully remote position, offering the flexibility to design and implement superior customer experiences from anywhere. You will be responsible for defining the overall customer journey, identifying pain points, and developing strategies to create seamless and positive interactions across all touchpoints. The ideal candidate possesses a deep understanding of customer service principles, user experience (UX) design, and data analytics. You will lead a team of customer service professionals, fostering a culture of empathy, efficiency, and continuous improvement. Key responsibilities include analyzing customer feedback, implementing feedback loops, developing training programs, and utilizing technology to optimize service delivery. Strong leadership, strategic thinking, and excellent communication skills are essential for success. As a remote leader, you will need to excel at motivating teams virtually, driving performance, and ensuring consistent service quality. This is a critical role that directly impacts customer loyalty and brand reputation, offering a unique opportunity to shape the future of customer interactions for a growing organization potentially serving clients in **Mombasa, Mombasa, KE**, but operating with a distributed, remote-first workforce. We seek a proactive individual who is passionate about delivering exceptional customer value.
Key Responsibilities:
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.
This advertiser has chosen not to accept applicants from your region.
0
Senior Customer Experience Manager
Posted 18 days ago
Job Viewed
Job Description
Our client is seeking an experienced and strategic Senior Customer Experience Manager to champion exceptional customer journeys across all touchpoints. This is a fully remote position, offering the flexibility to work from anywhere. You will be responsible for designing, implementing, and measuring strategies that enhance customer satisfaction, loyalty, and advocacy. This involves understanding customer needs, identifying pain points, and collaborating with cross-functional teams to deliver seamless and positive experiences. The ideal candidate will have a deep understanding of customer-centric methodologies and a proven ability to lead and inspire remote teams.
Key Responsibilities:
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.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Senior customer experience manager Jobs in Nairobi !
1