Customer Experience (CX) Manager

Customer Experience (CX) Manager

About the Role

We are looking for a strategic, empathetic, and data-driven Customer Experience (CX) Manager to champion the voice of our customers. In this role, you will map out the end-to-end customer journey, identify friction points, and design seamless interactions that drive retention and brand loyalty. You will sit at the intersection of support, product, and marketing, ensuring that every touchpoint reflects our commitment to excellence.

Key Responsibilities

• Journey Mapping: Map and continuously optimize the end-to-end customer lifecycle to ensure a frictionless, cohesive experience across all channels.
• Voice of the Customer (VoC): Design, implement, and manage customer feedback loops (NPS, CSAT, CES) to gather actionable insights.
• Data & Analytics: Analyze customer support metrics, user behavior data, and churn trends to identify root causes and present strategic recommendations to leadership.
• Cross-Functional Collaboration: Partner with Product, Marketing, and Sales teams to advocate for user needs and ensure customer feedback directly influences the product roadmap.
• Process Optimization: Standardize and elevate customer service standard operating procedures (SOPs), onboarding flows, and communication templates.
• Team Empowerment: Provide training, insights, and resources to front-line teams to maintain a high and consistent standard of customer care.

Qualifications

• Experience: 4+ years of experience in Customer Experience, Customer Success, or a related user-centric role, preferably within a fast-paced or digital environment.
• Analytical Skills: Proven ability to translate complex data sets and qualitative feedback into clear, actionable business strategies.
• Tools & Software: Proficiency with CX platforms, CRMs, and helpdesk ticketing software (e.g., Zendesk, Salesforce, HubSpot, Medallia, or Delighted).
• Communication: Exceptional verbal and written communication skills, with a natural ability to empathize, actively listen, and influence stakeholder decisions.
• Project Management: Strong organizational skills with a track record of leading cross-functional projects from conception to execution.
• Education: Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (or equivalent practical experience).