Customer Experience Officer
Customer Experience Officer
Posted on :
18-04-2025
Employer Active
1 Vacancy
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Job Description
Our client is a provider of luxury smart home and commercial automation solutions delivering integrated systems such as smart lighting security climate control and audiovisual experiences looking to hire a Customer Experience Officer
Role Summary
The Customer Experience Officer plays a pivotal role in ensuring client satisfaction and longterm loyalty through exceptional service and immersive memorable interactions. This role goes beyond traditional relationship management to include crafting engaging sensory experiences across all customer touchpoints physical digital and experiential. The ideal candidate is proactive creative and an excellent communicator with a passion for elevating the customer journey.
Key Responsibilities:
Client Relationship Management
Develop and maintain strong longterm relationships with clients to ensure satisfaction and retention.
Conduct regular customer health checks and satisfaction surveys to identify improvement areas.
Onboarding & Support
Oversee the onboarding process for new clients ensuring a smooth transition and complete understanding of systems and services.
Collaborate with technical teams to resolve client concerns quickly and efficiently.
Customer Advocacy
Serve as the voice of the customer providing feedback and insights to influence product and service enhancements.
Proactively engage clients to encourage referrals and promote brand advocacy.
Experience Design & Management
Implement strategies that enhance the sensory appeal of all customer interactions.
Manage the ambiance and presentation of physical experience spaces to align with brand values.
Ensure all digital touchpoints (website phone email and social media) deliver a seamless and sensoryrich experience.
Collaboration & Strategy
Work closely with marketing sales and technical teams to ensure a consistent and engaging customer journey.
Prepare and present reports on customer engagement satisfaction metrics and experience effectiveness.
Sales Enablement & Upselling
Identify upselling and crossselling opportunities that meet client needs.
Recommend service plans and solutions that increase client success and satisfaction.
Monitor customer health metrics and strategize on maximizing Customer Lifetime Value (CLV).
Performance KPIs
Customer Experience Quality:
Delivery of highquality sensorydriven experiences across all channels as evidenced by customer feedback.
Client Retention:
High client retention rates as a result of consistent service excellence.
Digital Engagement:
Increased interaction across digital platforms through engaging and immersive content.
Customer Advocacy:
Growth in positive testimonials referrals and brand supporters.
Customer Lifetime Value (CLV):
Increased revenue and value generated from existing customers over time.
Qualifications
3 5 years of experience in customer service customer experience or clientfacing roles.
Bachelor s degree in Business Administration Marketing Communications or a related field.
Background in Engineering IT or related technical fields is an added advantage.
Proven experience in the technology or hospitality industry especially in roles focused on customer experience and engagement.
Additional Skills & Competencies
Creative thinker with a strong vision for designing immersive and impactful experiences.
Excellent communication and interpersonal skills with the ability to engage diverse stakeholders.
Strong project management capabilities with experience in crossfunctional coordination.
Proficiency in digital tools and platforms for delivering seamless online experiences.
Employment Type
Full Time
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