Customer Experience

hace 3 días

Bogotá, 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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