Customer Excellence Manager

Responsibilities:

Develop and Implement CX Strategies

1. Design and implement comprehensive customer experience strategies that align with company objectives, enhancing customer satisfaction, loyalty, and overall delight.

Customer Journey Mapping & Experience Optimization

1. Map the customer journey to identify key touchpoints, pain points, and opportunities for improvement.
2. Ensure a seamless and engaging experience from initial contact through post-purchase support.

Feedback Collection, Analysis & NPS Management

1. Collect and analyze customer feedback through surveys, reviews, social media, and other channels to identify trends and improvement areas.
2. Utilize Net Promoter Score (NPS) and other metrics to pinpoint service gaps and drive enhancements.

Customer Service Standards & Complaint Resolution

1. Develop and implement customer service standards and guidelines for consistent, high-quality service delivery.
2. Manage and resolve customer complaints effectively, escalating issues when necessary.
3. Ensure seamless on-ground customer support by addressing real-time inquiries, service requests, and issue resolution across various touchpoints. Collaborate with sales, logistics, and operations teams to enhance direct customer interactions and improve service efficiency.

Retention & Customer Delight Initiatives

1. Develop and implement customer retention programs (e.g., loyalty programs, personalized offers, proactive communications) to reduce churn and increase lifetime value.
2. Launch initiatives that enhance customer delight, turning satisfied customers into passionate brand advocates.

Inbound Marketing & Conversion Optimization (CRO)

1. Collaborate with the Digital Marketing and Trade/Events Marketing function to optimize the inbound marketing funnel, ensuring effective lead nurturing and smooth transitions from prospect to customer.
2. Focus on improving inbound conversion rates to maximize ROI.

Cross-Functional Liaison & Coordination

1. Liaise with internal teams (Sales, Digital Marketing, Business Development) to ensure customer experience strategies align with overall business objectives.
2. Ensure customer feedback and insights are communicated effectively across the organization.

Team Management & Training

1. Lead, train, and manage the customer excellence team, ensuring adherence to best practices and continuous performance improvement.
2. Set clear performance expectations, monitor progress, and provide regular feedback.

Performance Analytics & Reporting

1. Define and track key performance indicators (KPIs) for customer experience initiatives, including inbound conversion rates, retention, and customer delight metrics.
2. Prepare regular reports and presentations for senior management to refine strategies.

Budget Management

1. Manage the allocated budget for customer excellence initiatives, ensuring efficient resource utilization and adherence to financial targets.

Requirements:

1. Bachelor’s in marketing, business administration, or a related field; advanced degree (MBA or equivalent) is a plus.
2. 7+ years in customer experience, service management, or related roles, with a proven track record of enhancing customer satisfaction, retention, and delight in a multi-channel environment.