Job Summary: Defines the vision for customer experience within the organization and drives cross-functional initiatives to deliver exceptional service and loyalty.
Key Responsibilities:
Set and execute the overall customer experience strategy for the organization.
Lead and inspire a team of customer experience professionals.
Establish benchmarks and KPIs to measure and improve customer satisfaction.
Collaborate with senior leadership to integrate customer experience into broader business strategies.
Oversee the implementation of tools and technologies to enhance customer interactions.
Monitor industry trends and best practices to ensure the organization remains competitive.
Key Focus Areas:
Vision and strategy development
Team leadership and collaboration
Technology and process optimization
Skills and Knowledge Required:
Strong strategic planning and leadership skills.
In-depth knowledge of customer experience methodologies and tools.
Excellent communication and stakeholder management abilities.
Educational Qualifications:
Master’s degree in business administration, marketing, or a related field preferred.
Experience:
8+ years of experience in customer experience roles, with 3+ years in a managerial position.
Tools and Technologies:
Enterprise-level CRM systems, customer feedback platforms, and analytics tools.
Other Requirements:
Visionary leader with a passion for delivering outstanding customer experiences.