Customer Experience Manager

**Customer Experience Manager**

**Role Overview**:
As the customer experience manager, you play a pivotal role in shaping interactions between BEI and its customers. With a focus on enhancing satisfaction and loyalty you will oversee and improve all aspects of the customer journey. The Customer Experience Manager will be tasked with understanding customer needs, expectations, and perceptions, with the goal of fostering positive experiences that build loyalty and drive business success. They will leverage insights from customer feedback, data analytics, and market trends to inform strategies that ensure a seamless and satisfying journey for every customer. As champions of the customer's voice, the Customer Experience Manager will play a strategic role in shaping company policies, aligning cross-functional teams, and ultimately, championing a customer-centric culture within the organization.

**Responsibilities**:

- Develop and implement customer experience strategies that align with the company’s goals and vision.
- Analyze customer feedback and data to identify areas for improvement and drive initiatives to enhance customer satisfaction.
- Collaborate with marketing sales and product teams to ensure a cohesive customer journey.
- Train and guide customer-facing staff to deliver high-quality service consistent with brand standards.
- Monitor customer satisfaction metrics, such as Net Promoter Score (NPS), and developing plans to improve them.
- Monitor and report on key performance metrics related to customer experience.
- Address and resolve escalated customer issues with empathy and efficiency.
- Stay up to date with industry trends and best practices to continuously improve our customer experience.
- Work in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.
- Enabling a two-way stream with customer facing teams through - collecting feedback from customer facing teams to derive meaningful insights for improvements and ensure a customer-centric attitude while acquiring new customers or dealing with existing customers.
- Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
- Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience.
- Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.
- Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process.
- Create and implement an analytics strategy for best-in-class service delivery.
- Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels.

**Required skills and qualifications**:

- Proven experience in a customer experience or customer service leadership role.
- Strong analytical skills with the ability to interpret data and make data driven decisions.
- Excellent communication and interpersonal skills.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Proficiency in CRM software and customer service tools.
- A customer centric mindset with a passion for delivering exceptional service.
- Analytical mindset with the ability to use data and insights to drive decision-making and continuous improvement.
- Strong project management skills, with the ability to prioritize and manage multiple client programs simultaneously.
- A customer-centric mindset and a passion for delivering exceptional customer experiences.

Pay: $60,000.00 per year

Schedule:

- Monday to Friday
- Weekends as needed

Work Location: In person