Niyotail – Customer Experience Manager (5-7 yrs)
Key roles and responsibilities
– Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey
– Build and manage a team of customer experience specialists with deep domain expertise in customer experience journeys
– Encourage problem-solving, strategic thinking, and customer orientation amongst the team
– Liaise with heads of other teams such as sales, marketing, branding, finance to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy
– Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
– Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process
– Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels
Requirements – Skills, Abilities, and Knowledge – for Customer Experience Manager
Education and Training
– To become a customer experience manager, you require a Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline. Prior experience (up to 5 years) in the field of customer service or marketing is also necessary for this position
Leadership Skills
– Customer experience managers are able to organize and direct the activities of customer experience representatives to ensure the delivery of high-quality service to customers
Communication Skills
– They are well versed in effectively interacting with clients to identify and process their requirements
Customer Service Skills
– They are able to courteously interact with clients to ensure a positive customer experience.
