About This Role
This role involves leading the Customer Experience team to deliver exceptional service, meet operational and sales goals, and drive process improvements. It suits an experienced manager who can oversee daily operations, enhance customer satisfaction, and grow revenue.
Responsibilities
- Lead and manage the Customer Experience team to achieve operational excellence and sales objectives
- Monitor sales performance, conversion metrics, and revenue trends to identify growth opportunities
- Develop recommendations to improve customer retention and revenue generation
- Implement and maintain standardized operational processes, SOPs, and customer service standards
- Monitor departmental performance through operational dashboards, reports, and workflow analysis
- Analyze operational data and prepare management reports to support business decisions
- Resolve complex customer concerns and oversee escalated complaints to ensure customer satisfaction
- Monitor customer feedback and collaborate with Sales and Marketing to improve the overall customer experience
- Lead, mentor, and coach Team Leaders and Customer Service Representatives to maximize performance
- Conduct performance evaluations, workforce planning, attendance monitoring, and implement corrective actions when necessary
- Coordinate with cross-functional departments to improve operational efficiency and support business initiatives
- Ensure compliance with company policies, operational standards, data privacy, and safety regulations
- Stay updated on industry trends, customer experience best practices, and CRM technologies to drive continuous improvement
Requirements
- Bachelor's degree in Business Administration, Marketing Management, Industrial Engineering, or a related field
- 5–6 years of relevant experience in customer service operations, sales management, or team leadership
- Proficient in CRM systems and Google Workspace (Sheets, Docs, Drive)
- Strong knowledge of customer service protocols, SOP development, sales conversion strategies, and revenue monitoring
- Experience in workforce planning, performance management, and operational analytics
- Excellent leadership, analytical thinking, strategic planning, decision-making, and communication skills
- Ability to influence teams, drive process improvements, and manage multiple priorities in a fast-paced environment
