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Description
About the role
The Senior Customer Experience Manager is responsible for leading the end-to-end customer experience strategy for an entire business vertical or a considerable part of a larger business vertical. This role ensures customer needs are consistently met and exceeded across all interactions, policies, and processes by managing a team of CX leaders and specialists. As the key bridge between the vertical’s leadership and Customer Support, this person influences strategy, is accountable for performance, and drives improvements that directly impact satisfaction, safety, and operational excellence.
Main tasks and responsibilities:
Strategic Partnerships: Manages the relationship between the business vertical and Customer Support, serving as the primary connection point for regional and central senior stakeholders. Advocates for customer experience needs in roadmap and strategy discussions.
Business Reviews & Reporting: Owns all business reviews and reporting cadence at the vertical level (daily, weekly, monthly, quarterly), including scorecards, meeting preparation, and performance deep dives.
Performance Accountability: Is accountable for customer support performance across the vertical—driving success against KPIs across speed, quality and cost.
Policy & Process Optimization: Collects input from regional and global vertical teams to shape customer-facing policies and internal support processes. Leads initiatives to eliminate friction and streamline operations.
Safety Incident Management: Review and stay informed on the resolution and outcome of high-risk global safety incidents affecting customers within the vertical.
Insights to Action: Partners with the Customer Experience Insight Manager to analyze customer data and feedback. Turns insights into concrete operational improvements and customer-impacting initiatives.
Team Leadership: Manages and develops a high-performing team, including CS Experience Managers, Program Managers, and Insight Managers. Coaches team leads and ensures alignment to company and vertical goals.
Readiness & Enablement: Ensures CS teams are prepared for upcoming campaigns, launches, and seasonal changes through strategic planning and cross-functional coordination.
Escalation Leadership: Acts as the go-to escalation point for complex, vertical-specific customer issues. Coordinates rapid, cross-functional responses and ensures follow-through on root cause resolution.
Cross-Functional Advocacy: Collaborates with CS Privacy & Compliance Manager, CS Safety and Product teams to influence the development of tools, policies, and experiences that prioritize the customer voice.
About you:
7+ years of experience in Customer Experience, Operations, Strategy, or similar roles, ideally in a fast-paced, multi-market environment.
Proven ability to solve complex customer and operational problems, using structured thinking, data, and cross-functional collaboration.
Strong experience leading end-to-end CX programs or owning customer experience outcomes for a business vertical or region.
Demonstrated success in influencing senior stakeholders, driving alignment, and shaping policies, processes, and customer journeys.
Experience managing managers or senior specialists, with a track record of developing high-performing teams.
Comfortable using data and insights to prioritise, diagnose root causes, and design improvements with measurable impact.
Strong communication and storytelling skills—able to simplify complexity and drive action across Product, Ops, Safety, and Policy teams.
Consultancy experience (internal or external) is a strong plus, especially in problem solving, structured thinking, and change leadership.
Customer-obsessed mindset, high ownership, and ability to navigate ambiguity while delivering outcomes across quality, speed, cost, and experience..
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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