Customer Experience Manager

Key ResponsibilitiesOwn and manage the end-to-end customer experience strategyMonitor customer satisfaction metrics (CSAT, NPS, CES) and drive improvementsHandle escalated customer issues and ensure timely resolutionDesign and implement customer feedback loops and voice-of-customer programsCollaborate with Product teams to relay customer insights and influence roadmap decisionsImprove onboarding, support, and retention processesDevelop customer journey maps and identify pain points across touchpointsLead initiatives to improve customer retention and reduce churnTrain and guide customer-facing teams on service quality and communication standardsAnalyze customer data to identify trends and opportunities for improvementBuild and maintain customer experience policies and best practicesRequired Skills & QualificationsBachelor’s degree in Business, Marketing, Communications, or related field3–7 years of experience in Customer Experience, Customer Success, or Support rolesStrong understanding of customer journey mapping and CX metricsExcellent communication and interpersonal skillsProblem-solving mindset with strong analytical abilitiesExperience with CRM and customer support tools (e.g., Zendesk, Salesforce, Freshdesk)Ability to manage multiple stakeholders and prioritize effectivelyCustomer-first mindset with strong empathy and attention to detailPreferred QualificationsExperience in SaaS, e-commerce, or service-based industriesKnowledge of automation tools and customer feedback platformsExperience leading small teams or CX initiativesFamiliarity with data visualization tools (e.g., Tableau, Power BI)