Customer Experience Manager

Description

Position Summary: Lead and design the customer experience strategy, fostering a customer-centric organizational culture and defining related processes and policies. Key Responsibilities: 1. Lead the group's customer experience strategy. 2. Drive the establishment of the Voice of Customer department. 3. Act as the customer advocate and representative within the organization. ✓ Design and lead the group's customer experience strategy, creating experience maps and integrating into the analytical framework the customer journey, customer archetypes, buyer personas, and identified moments of truth. ✓ Document and analyze the customer lifecycle based on the impact of experience improvements and how these translate into business objectives and metrics such as churn, retention, repeat purchase, etc. (Experience ROI). This requires close, collaborative workflow with the Customer Intelligence Management team. ✓ Define customer-, service-, and experience-related processes, procedures, and policies that should result from an integrated strategy. ✓ Lead the design and implementation of the plan to establish the Voice of Customer department, which—among its functional responsibilities—must effectively implement the complaint process and conduct periodic evaluations of service and customer satisfaction metrics (e.g., NPS, CES), subsequently serving as the foundation for follow-up continuous improvement initiatives. ✓ Promote CX strategy implementation by working closely and collaboratively with departments, management teams, business units, and, in general, all organizational “front-line” areas that maintain direct contact with various customer profiles. ✓ Act as the customer advocate and representative within the organization, ensuring that decisions, processes, and operational changes are evaluated for their impact on customer experience to consolidate a genuinely customer-centric approach. ✓ Collaborate with relevant departments (HR, Marketing, Executive Management, etc.) to foster a customer-centric organizational culture through process strategies, internal communication, awareness-building, and team alignment—ensuring the customer is part of internal conversations at all levels and becomes a supreme organizational value. ✓ Lead the definition and focus of market research studies related to customers, leveraging customer intelligence, business intelligence, and external feedback to understand customer needs, perceptions, and expectations. ✓ Analyze and transform customer information into strategic inputs by interpreting internal and external data—not generating the data directly—to support the design, implementation, and evolution of the Customer Experience strategy. ✓ Define, monitor, and report Customer Experience metrics, integrating both quantitative and qualitative measures, to evaluate strategy impact and support organizational decision-making. -Requirements- Minimum Education: University Degree 5 years of experience Languages: English Knowledge: Metrics, Strategic Thinking Willingness to Travel: Yes Keywords: leader, supervisor, manager, director, chief, lead, leadership, head, administrator, customer, client