Customer Experience Manager
1 maand geleden
**Role Overview**
**Job Title**:
Customer Experience Manager
**Department**:
Customer Experience
**Reports to**:
Ecommerce Manager
**Direct Reports**:
Customer Experience Agent; Senior Customer Experience Agent
As the Customer Experience Manager at Tuiss, you will lead our team in delivering best-in-class support and service to our customers. You will be responsible for overseeing all aspects of the customer experience, including strategy development, team management, process optimisation, and performance analysis. This role requires strong leadership skills, strategic thinking, and a deep commitment to customer satisfaction.
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**The Company**
At Tuiss our greatest strength is our people, we believe our team will help us on our journey to realise our dream in becoming the fastest growing, most loved and most efficient window coverings company in the world.
**T - Transparency**
We lead by example and inspire others to achieve excellence in the right way.
**E - Entrepreneurship**
We focus on what matters with a sense of urgency, we quickly adapt and constantly innovate to meet customer needs.
**A - Accountability**
We take ownership and are responsible for our actions and decisions.
**M - Meritocracy**
We set challenging but realistic targets and deliver results in a passionate way, Integrity and hard work are at the core of our culture, we go the extra mile.
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**Role & Responsibilities**
**Team Leadership**:
- Lead and mentor a team of customer experience agents, providing guidance, support, and development opportunities to ensure high performance and engagement. Foster a culture of excellence, teamwork, and continuous improvement within the team.
**Process Optimization**:
- Evaluate and optimize customer service processes and workflows to improve efficiency, effectiveness, and quality. Implement tools and technologies to streamline operations and enhance the customer experience.
**Performance Management**:
- Define key performance indicators (KPIs) and metrics to measure the effectiveness of customer service operations. Monitor team performance, analyse data, and identify trends and opportunities for improvement.
**Training and Development**:
- Develop and deliver training programs to equip customer experience agents with the knowledge, skills, and resources needed to deliver exceptional service. Provide ongoing coaching and feedback to support professional growth and development.
**Customer Feedback and Insights**:
- Gather and analyse customer feedback, inquiries, and satisfaction metrics to identify areas for improvement and inform strategic decision-making. Use customer insights to drive product enhancements, service improvements, and process changes in customer satisfaction, loyalty, and retention.
**Cross-Functional Collaboration**:
- Collaborate with cross-functional teams, including Sales, Marketing, Product Development, and Operations, to ensure alignment and coordination of customer experience initiatives. Advocate for the customer perspective in decision-making processes.
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**Person Profile**
**Leadership Skills**:
- Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and objectives. Experience leading and developing high-performing teams.
**Analytical Abilities**:
- Excellent analytical and problem-solving skills, with the ability to analyse data, identify trends, and develop actionable insights and recommendations. Proficiency in using data analysis tools and techniques.
**Communication Skills**:
- Excellent verbal and written communication skills, with the ability to effectively communicate with internal teams, stakeholders, and customers. Strong presentation skills and the ability to influence others.
**Strategic Thinking**:
- Strategic mindset with the ability to think critically, anticipate future trends and challenges, and develop innovative solutions to drive continuous improvement in the customer experience.
**Customer Focus**:
- Deep commitment to understanding and meeting customer needs and expectations. Passion for delivering exceptional customer experiences and driving customer loyalty and advocacy.
**Experience**:
- Proven experience in a customer service leadership role, with a track record of driving improvements in customer satisfaction and operational performance. Experience in e-commerce or retail is advantageous.
Work Location: In person
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