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Customer Experience Manager

3 weeks ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
Customer Experience Manager

This role plays a key part in driving a customer-centric culture by gathering insights, identifying pain points and implementing improvement strategies across all customer touchpoints.

Key Responsibilities:

  • Oversee end-to-end customer experience activities to ensure seamless and consistent experiences across all channels.
  • Conduct regular assessments and evaluations of physical service channels to ensure adherence to service standards and operational excellence.
  • Lead audits and journey mapping for digital platforms to identify fracture areas and recommend optimizations.
  • Develop initiatives to improve customer satisfaction and enhance Net Promoter Score (NPS).
  • Assist in developing customer experience training programs for front-line staff to promote best practices in customer interaction.

Education and Work Experience:

  • Bachelor's degree in Business Administration, Marketing, or a related field is required.
  • Minimum 4-5 years of experience in customer care/experience management, channel/market research or planning is preferred.