Customer Experience Manager

Job Title: Remote Customer Experience Manager
Company: Hudson Group
Location: Remote (US Candidates Only)
Job Type: Full-Time

About Us

Hudson Group is a leading travel retail company committed to enhancing the customer experience across our global operations. We are seeking a passionate and strategic Remote Customer Experience Manager to drive customer satisfaction, loyalty, and engagement by implementing innovative solutions and ensuring exceptional service.

Job Overview

As a Remote Customer Experience Manager, you will be responsible for developing and executing strategies that enhance customer interactions, improve service standards, and optimize overall satisfaction. The ideal candidate is a customer-centric professional with excellent problem-solving skills, strong analytical abilities, and a proven track record of improving customer experience in a fast-paced environment.

Key Responsibilities

• Develop and implement customer experience strategies to improve satisfaction and brand loyalty.
• Monitor and analyze customer feedback, reviews, and service metrics to identify trends and areas for improvement.
• Collaborate with cross-functional teams to enhance service delivery, streamline processes, and ensure consistent customer interactions.
• Manage customer service policies, ensuring alignment with industry best practices.
• Train and coach customer-facing teams to uphold high service standards and effective communication.
• Utilize CRM and customer analytics tools to track performance and measure the effectiveness of customer experience initiatives.
• Address escalated customer issues, ensuring prompt and satisfactory resolution.
• Advocate for the customer by identifying pain points and recommending innovative solutions.
• Stay updated on industry trends, customer behavior, and competitive insights to drive continuous improvement.

Qualifications & Skills

• Proven experience in customer experience management, customer service leadership, or a related role.
• Strong analytical skills with the ability to interpret customer feedback and service metrics.
• Proficiency in CRM systems, customer support platforms, and analytics tools.
• Excellent communication and interpersonal skills.
• Ability to lead and inspire teams to prioritize customer satisfaction.
• Experience developing and implementing customer experience strategies.
• Strong problem-solving abilities with a proactive mindset.
• Ability to work independently in a remote environment while managing multiple tasks effectively.

Preferred Qualifications

• Experience in the retail, travel, or e-commerce industry.
• Familiarity with customer journey mapping and process improvement methodologies.
• Knowledge of digital engagement tools, chatbots, and automation in customer service.

Why Join Hudson Group?

• Competitive salary and comprehensive benefits package.
• Flexible remote work environment.
• Opportunities for career growth and professional development.
• Collaborative and supportive team culture.
• Be part of a globally recognized company dedicated to customer excellence.

If you are a customer-focused leader passionate about delivering exceptional experiences, we'd love to hear from you! Apply today and help us shape the future of customer experience at Hudson Group.

Hudson Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.