Customer Experience Manager

Customer Experience Manager

The Customer Experience Manager is responsible for enhancing every aspect of the customer journey to ensure a seamless, engaging, and satisfying experience. This role involves designing and implementing strategies that boost customer engagement, analyzing feedback across channels, and identifying trends to improve interactions and reduce friction.

Key responsibilities include developing policies and procedures that enhance satisfaction, overseeing customer service teams to maintain high-quality support, and collaborating cross-functionally to align efforts. Lead workflow optimization, foster a customer-centric culture, manage and train staff on best practices, and report key insights to senior leadership. Administrative duties and people management are also core aspects of the role.

Duties and Responsibilities

• Strategy & Execution:

Develop and implement comprehensive customer experience strategies aimed at enhancing overall customer satisfaction, engagement, and retention.

• Journey Mapping & Optimization:

Analyze and map customer journeys across all channels and touchpoints to identify pain points, eliminate friction, and improve end-to-end customer interactions.

• Feedback & Insights:

Collect, analyze, and act upon customer feedback from surveys, reviews, and direct interactions. Leverage insights to drive continuous improvements in services and offerings.

• Data-Driven Improvements:

Use customer data and key performance metrics (NPS, CSAT, churn rates, etc.) to evaluate initiatives and recommend data-informed enhancements to processes and experiences.

• Customer Complaint Resolution:

Address customer complaints efficiently and implement proactive strategies to prevent recurring issues, ensuring customer satisfaction and long-term loyalty.

• Loyalty & Retention Programs:

Develop and manage customer loyalty and retention programs. Track performance and continuously refine programs based on customer behavior and results.

• Team Training & Enablement:

Educate and train customer-facing teams on customer service best practices and effective communication to deliver consistent, high-quality experiences.

• CEX Policy Development:

Create and refine policies and procedures that improve customer satisfaction and align with organizational goals.

• Cross-Department Collaboration:

Partner with Marketing, Sales, Tenant Relations, F&B, and Property Management to ensure an aligned and seamless customer experience across all departments.

• Workflow Optimization:

Streamline and optimize customer support and service processes to improve responsiveness and resolution times.

• CEX Culture Advocacy:

Promote a customer-centric mindset throughout the company by influencing internal practices and driving employee engagement around customer success.

• Leadership Reporting:

Provide regular reports and insights to senior leadership on customer experience trends, areas for improvement, and impact of CEX initiatives

Job Requirements

• Bachelor's degree in Business, Marketing, Communications, or related field
• 3+ years in a customer experience, customer success, or customer service leadership role
• Strong analytical skills with a data-driven decision-making approach
• Proficiency with CEX and CRM tools (e.g Salesforce)
• Excellent communication, problem-solving, and interpersonal skills
• Proven ability to lead cross-functional initiatives and manage change
• Background in office space leasing and/or property management is an advantage.
• Proficient computer skills including the ability to effectively operate MS Word, Excel, and others.
• Excellent communication skills, both oral and written.
• Ability to make good, independent decisions
• Sociable
• Possess or quickly develop good negotiations and conflict resolution skills.
• Well-developed time management skills including the ability to identify, prioritize and complete tasks and projects in an effective and timely manner.

WORK SCHEDULE: : Hybrid Work Arrangement but may change depending on Company's operational needs

Job Type: Full-time

Work Location: In person