Customer Experience Manager

Responsibilities

• Lead, manage, and inspire a dedicated customer service team to deliver exceptional customer experiences across all touchpoints.
• Develop and implement customer service policies and procedures that align with the company's strategic goals and objectives.
• Utilize Microsoft Dynamics to track customer interactions, analyze data, and generate insightful reports to improve customer service operations.
• Collaborate with cross-functional teams to ensure that customer feedback informs product development and marketing strategies.
• Handle complex and escalated customer service issues.
• Monitor and analyze customer service performance metrics and provide regular reports to senior management.
• Implement effective loss prevention strategies to minimize financial risk and protect company assets.
• Train and mentor team members, fostering an environment of continuous learning and improvement.
• Stay informed of the latest technology trends and customer service best practices to drive innovation in our customer experience strategy.
  

Job Details

Qualifications

• A minimum of 10 years of experience in a customer service management role, preferably in the technology or retail industry.
• Proven experience with Microsoft Dynamics or similar customer relationship management (CRM) software.
• Demonstrated knowledge of effective loss prevention strategies.
• Exceptional leadership skills with the ability to manage and inspire a team.
• Strong analytical skills with the ability to interpret customer service data and metrics.
• Excellent problem-solving skills with the ability to handle complex customer service issues.
• Strong communication skills, both written and verbal, with the ability to effectively communicate with customers and all levels of the organization.
• A customer-centric mindset with a passion for delivering exceptional customer experiences.
• A bachelor's degree in Business Administration, Marketing, or a related field is preferred.