Job Description

We are looking for a Customer Experience Manager to enhance customer interactions, improve satisfaction, and drive loyalty. This role involves analyzing customer feedback, optimizing processes, and ensuring a seamless end-to-end customer journey across all touchpoints.Key Responsibilities:1. Customer Experience Strategy & Optimization:- Develop and implement strategies to improve the overall customer journey across multiple channels. Ensure a seamless and personalized experience at every touchpoint, from onboarding to post-purchase interactions.- Identify and resolve pain points in the customer journey to boost satisfaction and retention.2. Customer Feedback & Insights:- Monitor NPS, CSAT, and Customer Effort Score (CES) to measure experience quality.- Gather and analyze customer feedback from surveys, reviews, and social media to identify trends and areas for improvement.- Collaborate with product, marketing, and customer support teams to address customer concerns.3. Customer Support & Engagement:- Work closely with the Customer Support team to ensure timely issue resolution.- Improve self-service options like FAQs, chatbots, and knowledge bases.- Develop training programs for support teams to enhance communication and problem-solving skills.4. Process Improvement & Technology:- Leverage CRM tools and automation to enhance customer interactions.- Identify areas for process improvements that reduce customer effort and enhance efficiency.- Advocate for new features or product enhancements based on customer insights.5. Cross-Functional Collaboration:- Work with Marketing to align messaging and branding with customer expectations.- Partner with Sales to ensure smooth onboarding and post-sale engagement.- Collaborate with cross functional teams to incorporate customer feedback into product development.Qualifications & Skills:1. Education: Bachelor's degree in Business, Marketing, Customer Experience, or a related field.2. Experience: 5-7 years in Customer Experience & Customer Success role3. Strong understanding of customer journey mapping and CX best practices.4. Experience with CRM software (Salesforce, Zendesk, HubSpot, etc.).5. Ability to analyze customer though, their feedback and data to drive improvements.6. Excellent communication and problem-solving skills.7. Knowledge of automation and AI-driven CX tools is a plus. (ref:updazz.com)

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