Chief Customer Experience Officer

2 weeks ago

Lahore, Punjab, Pakistan beBeeExperience Full time 8,000,000 - 12,000,000
Customer Experience Manager

This role is pivotal in ensuring a delightful customer experience that aligns with our business strategy and service level agreements (SLAs).

The Customer Experience Manager will establish and manage efficient network and system operations, with a proactive approach to handling issues.

Key Responsibilities:
  • Team Development: Build a team of highly skilled professionals with the right potential and talents to achieve organizational objectives.
  • Training and Coaching: Continuously train and coach the team to meet their key performance indicators (KPIs) and keep them motivated.
  • Leadership and Performance Management: Oversee the support operations and ensure quality assurance and performance goals are met according to the plan.
  • Culture Development: Foster a positive and performance-oriented culture within the team by encouraging open learning environments and healthy competition.
  • Process Improvement: Develop, implement, and streamline processes related to successful operations of a diverse technical support and network operations function.
  • Customer Transformation: Transform customer experiences by providing proactive, professional, and friendly support operations.
  • Empowerment: Engage with customers during the go-live support period, ensure they are properly trained, and empowered to get full benefits from our products and solutions.
  • Escalation Handling: Be the first level of escalation for customers, handle support escalations, and resolve them promptly.
  • Collaboration: Partner with development and leadership teams to resolve customer queries that require special attention and share valuable suggestions for improvement.
  • Reporting and Analysis: Analyze support operations for required KPIs, perform continuous performance management, and present analytical reports to leadership on a weekly, monthly, quarterly, and yearly basis.
  • Information Security: Understand and implement our information security management system (ISMS) policy across functions.

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