AutoXpress is a company that prioritizes customer experience in its business. They are currently seeking a Manager of Customer Experience who will lead their team in creating and executing strategies to improve the customer experience at every touchpoint. The ideal candidate should have experience in customer experience, customer service, or a related field, as well as experience leading and managing a team.
As the Customer Experience Manager, the candidate will be responsible for developing and implementing a customer experience strategy. They will be responsible for tracking end-to-end customer experiences across online and offline channels, identifying potential pain points, and improvement opportunities. The Manager will identify customer needs, drivers of positive customer experience, and factors that lead to improved retention and loyalty.
The key responsibilities of the Manager of Customer Experience include conducting customer research to identify needs and pain points, partnering with IT and Operations in service delivery automation and digitization, reducing pain areas for customers by working closely with other functions, collaborating with marketing to develop campaigns that improve the customer experience, and partnering with product development to ensure that new products and features meet customer needs.
The Manager will also be responsible for developing business cases for initiatives that will improve customer satisfaction and retention, defining and designing the company's customer experience strategy, developing and implementing training programs for employees, driving a customer-centric culture, owning performance measurement and tracking adherence to the defined customer service experience Service Level Agreements, and ensuring full compliance with customer-related regulatory requirements, including Customer Protection, Treating Customers Fairly, and Data Protection.
The ideal candidate for this position should have at least 5 years of experience in customer experience, customer service, or a related field, a proven track record of designing and implementing successful customer experience strategies, exceptional leadership and communication skills, strong analytical and problem-solving abilities, the ability to think strategically and execute tactically, experience in managing budgets and personnel, and a bachelor's degree in marketing, communications, advertising, business management, or a related field. Experience in the software-as-a-service (SaaS) industry is preferred.
