We are seeking an experienced and customer-focused Customer Experience Specialist (Manager Level) to lead and manage initiatives that enhance the customer journey and drive satisfaction, loyalty, and retention. In this role, you will oversee customer experience strategies, guide a team, and collaborate across departments to ensure every touchpoint reflects our customer-first values. This is a leadership role for someone who can think strategically, act operationally, and influence cross-functional stakeholders to improve end-to-end customer experience.
• CX Strategy & Execution:
Develop and implement customer experience strategies aligned with business goals.
Translate customer insights into initiatives that improve satisfaction and engagement across the customer lifecycle.
• Team Leadership & Coaching:
Manage, mentor, and develop a team of customer experience professionals and support agents.
Set performance goals, conduct regular feedback sessions, and foster a culture of continuous improvement.
• Journey Mapping & Process Improvement:
Lead customer journey mapping to identify pain points and opportunities.
Collaborate with operations and service teams to streamline processes and elevate service delivery.
• Customer Feedback & Insights:
Design and manage feedback programs (e.g., NPS, CSAT, CES) to capture the voice of the customer.
Analyze data trends to inform business decisions and recommend actionable improvements.
• Cross-Functional Collaboration:
Work closely with Sales, Product, Marketing, and Support to align CX goals with departmental initiatives.
Champion customer needs and ensure consistent messaging and service delivery across all channels.
• Tools & Technology Optimization:
Oversee the use and improvement of CRM and CX tools (e.g., HubSpot, Zendesk, Salesforce).
Identify opportunities for automation and technology-driven service enhancements.
Leadership of CX strategy and team performance
Operational improvements that impact the customer journey
Driving metrics like customer satisfaction, loyalty, and resolution time
Ensuring consistency across digital and human customer interactions
Bachelor’s degree in Business, Marketing, Customer Success, or related field
5–7 years of experience in customer experience, support, or service roles, including team management
Proven experience in leading CX initiatives and managing customer feedback loops
Familiarity with journey mapping, customer analytics, and CX performance metrics
Proficiency in CRM platforms and service tools
Strong leadership and team management abilities
Excellent problem-solving and process improvement skills
Effective communicator with stakeholder management experience
Customer-first mindset with a balance of empathy and execution
Comfortable working in fast-paced, cross-functional environments