Customer Experience Manager

This is a remote position.

How do you get to contribute to the business

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Customer Partner of Choice

o Proactive issue resolution

§ Define and manage real time operational monitoring reporting and alerting systems

o Customer Satisfaction

§ CSAT through Issue Resolution

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Own this initiative and ongoing process

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Increase customer satisfaction through our responses

§ Customer SLAs

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Consistently exceed client SLAs and expectations

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Monitor and report on Customer SLAs against client contracts to identify areas of improvement and execute successful strategies to address

§ Create Customer Communication strategies

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Outline and execute successful strategies for customers during the operational excellence and grow stages of the customer journey

o Build CE s brand and awareness across the business

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Learning Training and Development

o Build and maintain a Centre of Excellence within CE

§ Product suite knowledge

§ Operational Excellence

§ Be the goto team for understanding our clients and products

o Upsell professional services such as training as a service Digital consultations etc. through our support channels

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Personal Leadership and Development

o Leadership

§ Mentor and develop career paths for all team members

§ Identify new skills needed to meet business requirements and fill this gap with training new hires and/or performance reviews

o Personal Development

§ Active delegation to provide space for strategic objectives and longterm planning

§ Stakeholder management managing expectations

§ Understand and incorporate required changes to build and maintain a high performing team

Requirements

• At least 5 years of leadership experience
  
• flydocs product knowledge preferable
  
• Aviation experience preferable
  

Benefits

• Accident Policy
  
• Medical Health Insurance
  
• Sick leave support during pandemic times
  
• Wellbeing webinars
  
• Permanent work from home (need to travel as per business requirement)
  
• Flexible work arrangements
  
• Long vacation leave
  
• Employee centric organization
  
• Internet Allowance
  
• Competitive salary package
  
• Learning portal to develop competencies/ capabilities