Customer Experience Manager
Current• Develop CX strategy and vision focusing on the customer journey and experience.• Manage end‑to‑end processes for customer‑centric initiatives (CSAT, VoC, and User Research).• Build and manage a team of customer experience specialists that has expertise in customer experience journeys.• Ensure that the team works in collaboration with other business functions, and delivers end‑to‑end customer experience across stages,channels, and touchpoints in the customer journey.• Interact and proactively advocate with high level management for solutions and managing customer escalation processes.• Work effortlessly with a cross‑functional team and manage their priorities that ensures timely execution and deliveries.• Manage and monitor staff to ensure high levels of customer service.• Create service evaluation forms, make CSAT survey forms to get proper insight.• Administer NPS surveys to gain insights into customer preferences and improve retention rates.• Design and execute rNPS programs that yield exceptional results, resulting in a 5% increase in NPS scores and a 15% boost in customerretention rates.• Evaluate calls and digital services of agents to ensure service quality and follow‑up with a low scorer of QA.• Identify the development area of the existing employee.• Participate in special projects or perform duties in other areas as requested.• Drive customer retention, reduce churn, and increase customer satisfaction.• Conduct basic training, orientation, technical and sales training and design training module.• Make comparison reports and improve the number by monitoring the performance of the team.• Establish a brief SOP to serve the clients in a prompt manner.• Channelize the man power as per their ability.
