National Customer Experience Manager

Customer Experience Manager – Hybrid opportunity - Irving, Texas

Are you looking for a Customer Experience Manager opportunity in the DFW area where you can make an immediate, positive impact on the customer experience? If so, our client is looking for someone like you! The Customer Experience Manager ensures high customer satisfaction through the quality and efficiency of the customer care representatives and creates strong processes. The primary role of the department is to ensure that customers can easily engage with the company to better understand and use the services/product.

Responsibilities:

• Oversees the development of a continuous stream of data to analyze, measure and evaluate customer behaviors and sentiments.
• Work with Sales and Marketing teams to ensure the “voice” of the customer is being tracked, measured and managed and that, as a company, we are consistently delivering outstanding customer experience.
• Work directly with the Sales and Marketing teams to ensure the “voice” of the customer is being tracked, measured and managed and that, as a company, we are consistently delivering outstanding customer experience.
• Develop and implement a roadmap of customer experience goals!
• Oversee and manage all aspects related to customer experience and will direct employees in the field to deliver a great, local and seamless, customer experience.

Qualifications:

• Excellent listening and presentation skills.
• 5 years working in a Customer Service role, with 3 plus years of managerial experience
• Has a friendly, proactive, “can-do” attitude with customers and colleagues and takes ownership to deliver the optimal customer experience.
• Understands and ensures compliance with company policies and procedures.
• Bachelor’s degree or comparable record of working in a Customer Operations role
• Proficient with Microsoft Office Suite.
• Effectively motivates team members to deliver on department goals.
• Consistently delivers quality work with a strong customer-centric approach.
• Strong verbal and written communications skills.
• Strong experience in managing contact center solutions and in defining and measuring a range of relevant KPIs.