Position Overview

We are looking for an experienced and customer-focused Customer Experience Manager to lead initiatives designed to improve customer satisfaction, service quality, engagement, and long-term customer relationships. The successful candidate will oversee customer experience processes and work closely with operational teams to ensure that customers receive professional, efficient, and consistent service.

This role requires a strong understanding of customer behavior, communication, service delivery, and performance management. The Customer Experience Manager will be responsible for identifying opportunities to improve the customer journey and implementing practical solutions that create positive and lasting experiences.

Key Responsibilities

• Develop and implement strategies to improve overall customer satisfaction.
• Monitor customer feedback, complaints, enquiries, and service performance.
• Identify recurring customer challenges and recommend effective solutions.
• Work with internal departments to improve customer processes and service standards.
• Develop customer service guidelines, procedures, and performance expectations.
• Train and support customer-facing employees in delivering high-quality service.
• Analyze customer data and feedback to identify trends and improvement opportunities.
• Monitor customer experience performance indicators and prepare management reports.
• Support the development of customer retention and engagement initiatives.
• Build a culture focused on professionalism, responsiveness, and customer satisfaction.

Qualifications & Skills

• Bachelor’s degree in Business, Marketing, Communications, Hospitality, or a related field.
• Previous experience in customer service, customer success, operations, or management.
• Strong leadership and people-management capabilities.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to analyze customer feedback and transform insights into practical improvements.
• Experience with CRM systems and customer service platforms is advantageous.
• Professional English proficiency is required; Estonian language skills are beneficial.

Career Opportunity

This position provides an opportunity to lead meaningful improvements in customer service and business performance. The successful candidate will develop expertise in customer strategy, operational management, employee development, and service innovation while working in a professional and internationally oriented environment in Estonia.

Are you interested in this position?

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