Customer Experience Manager

Job Description

Job Purpose:The Customer Experience Manager is responsible for organizing, planning, and monitoring the Company?s customer service to ensure optimized interaction between the Company and its clients - there should be established communication channels and mediums through which clients reach out to a company and vice versa. Customer Experience Managers should focus on enhancing the customer experience by tracking all points of customer engagement, addressing customer queries, and identifying ways to improve customer services. As a successful Customer Experience Manager, you should ensure there is continuous excellent customer relationship management and a positive brand image.Accountabilities:Industry TrendsCustomer ServicesCRM TechnologiesCustomer Engagement and FeedbackResponsibilities:

• Using the obtained experience in gathering and interpreting customer experience information.
• Using solid knowledge of online customer engagement platforms and channels to enhance the company?s
• performance and customer services.
• Oversee the hiring, orienting, and training of an organization?s customer experience team
• Define and implement standards/procedures for ensuring the optimal customer experience
• Conduct surveys to gather information on customer opinion of rendered services
• Utilize social media platforms in reaching out to customers to help resolve issues and provide quick responses to inquiries
• Supervise the activities of the customer experience team to ensure their interaction with customers reflect positively on the company
• Liaise with the production and creative departments to ensure the delivery of high-quality products and services
• Establish communication mediums through which customers can readily contact a company and vice versa
• Oversee the restructuring of an organization into a customer-focused establishment
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
• Prepare and manage annual budgets in achieving set objectives and goals
• Conduct studies and research to discover new techniques necessary for improving customer experience
• Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
• Oversee the merchandising of products in an outlet to ensure it entices purchase
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
• Attend seminars, workshops, and conferences to improve on existing job knowledge.
• Partner with the quality, training, and process team to achieve department business goals and drive process
• improvements
• Directly responsible for managing an escalated call center team that supports the branch, call center, and executive complaints
• Manage change in the call center environment and raises the level of performance
• Customer Experience Managers should regularly assess how an organizations sales, marketing, and service departments work together to deliver efficient customer service.
• Work with the organizations customer or client teams to continually understand, define and then refine the customer base.
• Frequently employ a variety of analysis tools such as best practice surveys to improve customer experiences.
• Frequently gather and collect customer feedback, analyze it and then design specific practices organizations can put into place so that their customers benefit while profits also improve.

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