Customer Experience Manager is responsible for implementing and executing all activities useful for improving customer relationship and satisfaction. Their main activity will be data collection,analysis and interpretation result from customer interactions to develop and implement a Best-In-Class continuous improvement program, whilst also executing various actionable items identified from feedback and internal improvement opportunities influencing customer experience and customer care performance improvement.

Client Details

The Client is a global leader in the Logistics, Movement and Shipping Space.

Description

\\[ Drive to bring in a culture of customer-centricity in the organization
\\[ Successful execution of Customer Journey Mapping and improving customer response to touch point surveys
\\[ Organizing and Coordinating customer engagementsin the organization and working with ambassadors in all departments
\\[ Develop improvement action programs to improve processes around customer touch points.
\\[ lnfluence and inspire the leadership team and cross-functional peers to \xe2\x80\x8bact on customer feedback to improve customer experience.
\\[ Establish communication mediums through which customers can readily contact a company
and vice versa
\\[ Focus on implementing Automated Call Distribution to enhance call quality, response time and prompt ticket closure for customers
\\[ Implement, monitor,and report on strategies to improve CSAT,CES,NPS and CX.
\\[ Connect the CS KPls and customer feedback and draw insights from the analysis and build action plans.
\\[ Ensuring success stories from the network are recognized and highlighted across the network leading to best practices sharing and adoption.
\\[ Planning,Coordinating,and executing regular transversal customer visits with clear follow-up and closure on action plans

Profile

\\[ This role requires coordination, problem-solving, process design, leadership without authorities, stakeholder management and strategic thinking skills.

\\[ Previous experience in Salesforce platform
\\[ 5-8+ years of experience in the field of Shipping & Logistics
\\[ Experience in Project Management, Business Process Management, Transformation, Continuous Improvement,Digitization,Customer Experience.
\\[ Demonstrated ability to execute process improvement initiatives and projects that integrate business objectives into accountable outcomes. Experience in working with Lean,Six Sigma and other methodologies are an added advantage.
\\[ Demonstrated excellence in engage in transformational change, innovation initiatives and process improvements.
\\[ Strong change management skills with influence and negotiation capabilities
\\[ Excellent presentation,communication,interpersonal and decision-making skills

Job Offer

An attractive package, and opportunities to grow and develop in a global company

Bayt