Customer Experience Manager

We are seeking a strategic and customer-obsessed Customer Experience Manager to lead the charge in delivering exceptional service and long-term value across both B2C and B2B segments. This role is critical in driving customer retention, ensuring operational alignment, and maintaining high-quality service standards across all customer touchpoints especially within our call center operations.

You will serve as the bridge between operations and the call center, ensuring that frontline teams are equipped with the right information, tools, and support to deliver a consistent and outstanding customer experience.

Key Responsibilities
Customer Experience Strategy

• Design and implement a unified customer experience strategy across B2C and B2B channels.
• Map customer journeys and identify friction points to improve satisfaction and reduce churn.
• Monitor, evaluate and report on KPIs (e.g., NPS, CSAT, CES) to track and enhance customer sentiment.

Customer Success & Retention

• Lead a proactive Customer Success function focused on onboarding, engagement, and retention.
• Design and execute retention programs tailored to both B2C and B2B customer needs.
• Identify at-risk customers and implement targeted interventions to reduce churn.
• Build success plans for key accounts and scalable engagement models for broader customer segments.

Voice of the Customer (VoC)

• Establish feedback loops to capture, analyze, and act on customer insights.
• Partner with Product, Sales, and Marketing to advocate for customer needs and influence roadmap decisions.
• Lead initiatives that turn feedback into action, driving continuous improvement.

Operational Excellence

• Implement tools and systems (e.g., CRM, CX platforms) to streamline customer interactions and reporting.
• Collaborate with support and technical teams to resolve escalations and ensure service excellence.
• Develop playbooks, training, and knowledge bases to empower internal teams and customers alike.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or related field (Master's preferred).
• 5+ years of experience in Customer Experience, Customer Success, or