Conduct surveys, analyze trends, and translate customer insights into actionable improvements.
Maintain alignment with quality, service, and brand standards across all customer interactions.
Represent the Customer Experience department in internal meetings and projects.
Collaborate with internal teams (Sales, CRM, Technical, Handover, and Service teams) to ensure customer requirements are addressed promptly and efficiently.
Oversee customer feedback channels and ensure timely resolution of issues.
Ensure delivery of exceptional service at every touchpoint—from inquiry to handover.
Develop and implement strategies to improve the end-to-end customer journey.
Prepare regular reports on customer satisfaction metrics for management review.
Coordinate cross-functional efforts to deliver a unified customer experience.
Manage and mentor team members to achieve service excellence.
Monitor and analyze customer interactions to identify pain points and opportunities for enhancement.
Lead customer experience initiatives and drive continuous improvement programs.
Requirements
leadership
communication
analytical
customer service
project management
interpersonal
Leadership and organizational skills to manage projects and cross-functional teams effectively.
Strong communication and interpersonal skills to build long-lasting client relationships.
Analytical mindset with the ability to evaluate customer behavior and derive data-driven insights.
Proven experience in Customer Service, Customer Satisfaction, or Customer Experience roles.