Customer Experience Project Manager

• Manage and oversee current call center outsourcing projects ensuring seamless operations and delivery of key performance metrics.
  
• Develop and lead new initiatives in customer experience and customer care focusing on areas such as:
  

• Customer satisfaction surveys and statistics.
  
• Omnichannel setup and integration.
  
• Contact center setup operations and optimization.
  

• Act as the primary point of contact for business clients managing daytoday account needs addressing inquiries and ensuring satisfaction.
  
• Meet with clients regularly to build and enhance relationships understand their evolving needs and propose tailored solutions.
  
• Travel as required to meet with clients negotiate contracts and strengthen partnerships.
  
• Identify opportunities for crossselling and upselling additional services to existing clients.
  
• Implement and maintain best practices in customer experience in line with COPC and other global standards.
  
• Monitor project performance ensuring adherence to deadlines budgets and quality benchmarks.
  
• Prepare and present regular progress reports to senior management and clients.
  
• Stay updated on emerging trends and technologies in customer experience and implement innovative solutions.
  

• Bachelors degree in Business Administration Customer Experience or a related field (Masters degree is a plus).
  
• Certifications:
  
• COPC Certified Professional (mandatory).
  
• PMP (Project Management Professional) (mandatory).
  
• ITIL CXPA or other relevant customer experience and care certifications (preferred).
  

• Minimum of 7 years in project management with a focus on customer experience and contact centers.
  
• Proven ability to design implement and manage omnichannel solutions.
  
• Experience in client relationship management including meeting negotiating and maintaining strong client partnerships.
  
• Strong knowledge of customer satisfaction measurement tools and statistical analysis techniques.
  
• Exceptional communication negotiation and leadership skills.
  
• Proficiency in project management software (e.g. MS Project Asana Jira).
  

• Be at the forefront of shaping the future of customer experience.
  
• Work in a dynamic innovationdriven environment.
  
• Competitive salary and benefits.
  
• Opportunities for professional growth and certification support.
  
• A chance to build meaningful relationships with industryleading clients.