Customer Experience Manager

About the role

We are seeking a Customer Experience Manager to shape and improve the way our customers interact with our products and services. The role combines strategic thinking with hands‑on execution to turn customer insights into actionable business improvements.

Key responsibilities

• Develop and launch initiatives that enhance the overall customer journey.
• Monitor satisfaction, feedback, retention, and service performance metrics.
• Identify recurring pain points and lead cross‑functional improvement projects.
• Collaborate with sales, product, operations, and support teams to align experiences.
• Analyze feedback and behavioral data to spot trends and opportunities.
• Set and track CX KPIs against defined targets.
• Define service standards, workflows, and best practices.
• Coach teams to deliver consistent, high‑quality experiences.
• Manage CX projects and evaluate the impact of improvements.
• Handle complex or escalated customer situations when needed.

Required profile

• Strong understanding of customer experience, service operations, or related fields.
• Excellent communication and relationship‑building abilities.
• Analytical mindset with solid problem‑solving skills.
• Comfort with customer feedback, surveys, CRM data, and performance metrics.
• Leadership and collaborative team skills.
• Ability to juggle multiple projects and priorities.
• Customer‑first attitude with keen attention to detail.
• Proactive decision‑making and process‑improvement focus.

Required skills

What we offer

• Opportunity to shape the complete customer journey.
• Exposure to customer insights, business strategy, and cross‑functional projects.
• Development of leadership, analytical, and strategic capabilities.
• Collaborative environment that values customer‑focused ideas.
• Influence over customer satisfaction and loyalty.
• Career growth paths in CX, operations, and business management.