Role Overview
We are looking for a customer-focused Customer Experience Manager to lead initiatives designed to improve customer satisfaction, service quality, retention, and overall customer relationships. The successful candidate will analyze customer feedback and service data, identify weaknesses across the customer journey, and coordinate improvements with operational, commercial, technology, and support teams.

This position requires a manager who can combine customer empathy with data-driven decision-making. You will be responsible for turning customer insights into practical improvements while developing consistent service standards across different customer touchpoints.

Key Responsibilities

• Develop and execute customer-experience strategies aligned with business objectives.
• Map and evaluate customer journeys across digital and physical touchpoints.
• Monitor customer satisfaction, retention, complaints, and service-performance indicators.
• Analyze customer feedback to identify recurring issues and improvement opportunities.
• Lead initiatives designed to improve service quality and customer loyalty.
• Establish customer-service standards, procedures, and performance targets.
• Work with technology teams to improve digital customer experiences.
• Collaborate with sales, marketing, operations, and product teams to resolve customer pain points.
• Develop customer-experience dashboards and management reports.
• Coordinate customer surveys and structured feedback programs.
• Identify opportunities to simplify customer processes and reduce friction.
• Coach and support customer-facing teams in delivering consistent service.
• Present customer insights and strategic recommendations to senior management.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, Management, or a related field.
• Proven experience in customer experience, customer service, operations, or service management.
• Strong understanding of customer-journey mapping and service-performance measurement.
• Excellent analytical and problem-solving skills.
• Strong communication, leadership, and stakeholder-management capabilities.
• Experience working with CRM systems and customer analytics is advantageous.
• Ability to convert customer feedback into measurable operational improvements.

What the Role Offers

• Opportunity to shape customer strategy across a growing organization.
• Exposure to service design, digital customer experience, and business improvement.
• Collaboration with multiple business functions and senior leadership.
• Career progression toward Head of Customer Experience or Service Director.
• Competitive compensation and professional-development opportunities.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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