Customer Experience Manager

Job description

The Customer Experience Manager (CEM) is responsible for designing and implementing strategies to enhance the customer experience. This position is responsible for analyzing the customer journey, identifying areas for improvement and fostering a customer-centric culture within the organization. The CEM collaborates with cross-functional teams to develop and execute initiatives that improve customer satisfaction while maintaining high standards of performance. ESSENTIAL FUNCTIONS: · Directly supervise Triage Specialists, ensuring optimal performance and adherence to service standards. · Oversee the customer triage process to ensure accurate categorization and timely resolution to inquiries. · Handle escalated customer issues, ensuring swift and effective resolution. · Develop strategies and protocols to minimize recurring challenges and improve first-contact resolution rates. · Create, implement, and refine processes for triage, issue resolution, and escalation management. · Develop policies to standardize customer service practices and ensure consistently positive experiences. · Audit the customer experience in varying units to identify inconsistencies and areas for improvement. ·...