Customer Experience

hace 2 semanas

Bogotá Cundinamarca, Colombia Hire Emerald A tiempo completo

**_PLEASE SUBMIT YOUR CV IN ENGLISH _**

**Job Description: Customer Experience (CX) Manager**

We are seeking a **Customer Experience (CX) Manager **to lead and optimize our customer experience strategies. This position plays a crucial role in ensuring a seamless, positive, and engaging journey for our customers across all touchpoints. As the CX Manager, you will oversee the design, implementation, and continuous improvement of customer-centric solutions to elevate satisfaction, loyalty, and overall experience.

**Key Responsibilities**:

- Develop and implement a customer experience strategy aligned with business goals.
- Lead initiatives to improve the customer journey, identifying pain points and opportunities for enhancement.
- Oversee and manage the implementation of CX tools and technologies.
- Analyze customer feedback, surveys, and data to identify trends and actionable insights.
- Collaborate with cross-functional teams, including Marketing, Sales, and Operations, to ensure a consistent and high-quality customer experience.
- Create, compile, and present weekly, monthly, and ad-hoc customer experience reports to stakeholders.
- Design and deliver training programs to empower team members with customer-centric skills and best practices.
- Monitor and manage customer service metrics, such as NPS, CSAT, and customer retention rates.
- Serve as the primary advocate for customer needs, ensuring their voice drives business decisions and improvements.

**Qualifications**:

- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 5 years’ experience in customer experience, customer service, or a related role, with leadership experience preferred.
- English proficiency (C1 level) - excellent verbal and written communication skills.
- Proven expertise in data analysis and customer insights tools, including CRM and survey platforms.
- Strong understanding of customer journey mapping and CX best practices.
- Excellent leadership, problem-solving, and decision-making skills.
- Proven ability to manage cross-functional teams and deliver projects on time.
- Exceptional organizational skills with a focus on continuous improvement and innovation.

**What We Offer**:

- A leadership role that drives meaningful impact by enhancing customer satisfaction and loyalty.
- A collaborative work environment fostering innovation and professional growth.
- Competitive compensation and benefits aligned with your expertise and contributions.

We are looking for a visionary, customer-focused leader ready to make a significant impact.

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