Manager, Consumer Experience

Job Responsibilities

• Oversee the hiring, orienting, and training of an organization’s customer experience team
• Define and implement standards/procedures for ensuring optimal customer experience
• Conduct surveys to gather information on customer opinion of rendered services
• Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
• Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company
• Liaise with branches and departments to ensure delivery of high quality products and services
• Establish communication mediums through which customers can readily contact a company and vice versa
• Oversee the restructuring of an organization into a customer-focused establishment
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
• Prepare and manage annual budgets in achieving set objectives and goals
• Conduct studies and research to discover new techniques necessary for improving customer experience
• Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
• Oversee the merchandising of products in an outlet to ensure it entices purchase
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations