Epicareer Might not Working Properly
Learn More

Customer Experience Manager

Salary undisclosed

Apply on


Original
Simplified

Key Responsibilities of a Customer Experience Manager

  • Mapping and analyzing the customer journey to identify areas for improvement and innovation
  • Designing and implementing customer experience strategies that align with the company's brand and business goals
  • Gathering and analyzing customer feedback from various channels to inform service enhancements
  • Collaborating with marketing, sales, and product development teams to ensure a cohesive customer experience
  • Leading customer experience initiatives and projects, from conception through to execution
  • Training and guiding customer-facing staff to deliver high-quality service consistent with brand standards
  • Monitoring customer satisfaction metrics, such as Net Promoter Score (NPS), and developing plans to improve them
  • Managing and responding to customer complaints and service issues in a timely and empathetic manner
  • Staying abreast of industry trends and customer service innovations to keep the company's experience competitive
  • Creating and maintaining documentation on customer experience processes and policies
  • Developing and managing a budget for customer experience improvements and initiatives
  • Reporting to senior management on customer experience outcomes and proposing data-driven recommendations for strategic decisions