We are seeking a visionary and customer-obsessed Customer Experience Specialist (General Manager Level) to lead and elevate our end-to-end customer journey. This executive role is ideal for a seasoned leader with a strategic mindset and a deep passion for customer satisfaction, operational excellence, and cross-functional innovation. You will drive the overall customer experience strategy, align teams around a unified vision, and implement programs that improve retention, loyalty, and brand advocacy.
• CX Strategy & Leadership:
Define and execute a comprehensive customer experience vision aligned with company objectives.
Lead the development and implementation of customer journey maps, voice of customer programs, and service excellence standards.
• Cross-Functional Collaboration:
Partner with Product, Sales, Marketing, Operations, and Support teams to ensure consistent and seamless customer experiences across all touchpoints.
Establish a feedback loop between customer insights and internal teams to drive continuous improvement.
• Team Development & Management:
Build, mentor, and lead high-performing CX, support, and customer success teams.
Establish KPIs, performance metrics, and professional development plans to empower team success.
• Voice of the Customer (VoC) Programs:
Oversee the collection and analysis of customer feedback across multiple channels.
Translate insights into actionable strategies that drive product, process, and service enhancements.
• Operational Excellence & Innovation:
Optimize support operations, customer success workflows, and digital service channels to deliver scalable, efficient service.
Evaluate and implement technology solutions (e.g., CRM, CX platforms, AI tools) that enhance customer engagement.
• Metrics & Reporting:
Monitor and report on key CX metrics (NPS, CSAT, CES, churn rate, etc.) to executive leadership.
Develop executive dashboards and performance summaries for strategic planning.
Creating a customer-first culture across the organization
Driving measurable improvements in satisfaction, loyalty, and retention
Identifying root causes of friction and resolving systemic issues
Owning the full customer lifecycle, from onboarding to advocacy
Bachelor’s degree in Business, Marketing, Operations, or a related field (Master’s preferred)
10+ years of progressive experience in customer experience, customer success, or service leadership roles
Proven track record of leading CX strategy at a senior level in a customer-centric organization
Strong knowledge of CRM systems, customer feedback tools, and analytics platforms
Experience managing and scaling customer-focused teams
Strategic thinker with a data-driven approach to decision making
Exceptional leadership and team-building capabilities
Excellent communication, presentation, and stakeholder management skills
Ability to manage complexity while keeping the customer at the center
Innovative mindset with a focus on continuous improvement