Customer Experience Manager

Title: Customer Experience Manager

Location: East Falmouth MA

Directhire

Overview:

Key Responsibilities:

• Develop and implement customer experience strategies and initiatives
• Lead and mentor a team of customer service representatives
• Analyze customer feedback and behavior to identify pain points and areas for improvement
• Create and maintain customer journey maps and touchpoint analyses
• Resolve escalated customer issues and ensure timely resolution
• Collaborate with crossfunctional teams to ensure a consistent and seamless customer experience
• Implement metrics and KPIs to measure customer satisfaction and loyalty
• Stay updated on industry best practices and trends in customer experience
• Design and conduct customer satisfaction surveys and analyze results
• Implement customercentric policies and processes across the organization
• Identify training needs and opportunities to enhance the customer service team s skills
• Develop and maintain a customer communication strategy
• Handle budgeting and resource allocation for customer experience initiatives
• Prepare and present regular reports on customer experience performance
• Drive continuous improvement in customer satisfaction and retention

Required Qualifications:

• Bachelor s degree in Business Administration Marketing or related field
• Proven experience in a customer experience management or related role
• Excellent leadership and team management skills
• Strong analytical and problemsolving abilities
• Exceptional communication and interpersonal skills
• Proficiency in customer relationship management software and analytics tools
• Ability to interpret data and draw actionable insights
• Demonstrated track record of improving customer satisfaction and loyalty
• Indepth understanding of customer experience best practices and methodologies
• Keen attention to detail and a commitment to excellence
• Ability to work effectively in a fastpaced and dynamic environment
• Strategic thinking and the ability to drive change and innovation
• Certification in Customer Experience Management (e.g. CCXP) is a plus
• Understanding of financial and budgetary principles
• Proven project management skills

leadership,communication,analytics