Manager - Customer Experience

Job Description

Job Title: MANAGER- CUSTOMER EXPERIENCEBrief about the requirement:We are looking for a strategic and execution-focused leader to drive our Customer Support Experience strategy This role demands a deep understanding of customer needs, operational excellence, and the ability to lead large teams while leveraging technology and data for continuous improvement The ideal candidate will have a passion for delivering exceptional customer experiences at scale and a strong track record of leading support in a fast-paced environment "High-Impact Leadership Role:Be at the forefront of shaping and executing the end-to-end customer support experience for a high-growth, customer-obsessed brand Scale with Ownership:Lead a large, high-performing support organisation with the autonomy to drive innovation, scale operations, and deliver strategic outcomes Technology-Driven Transformation:Spearhead cutting-edge initiatives in automation, AI, ML, and RPA to revolutionise customer service and set new industry benchmarks Data-Powered Decision Making:Work in an environment where VOC insights and real-time analytics guide every customer-centric decision Cross-Functional Influence:Collaborate closely with Product, Tech, Business, and Strategy teams to drive enterprise-wide impact and elevate the overall customer journey Talent Development & Culture Building:Build and mentor a high-impact team while creating a culture of ownership, continuous learning, and customer obsession Visibility and Growth:This is a high-visibility role reporting directly to senior leadership, offering a clear path to broader CX or business leadership roles KRA of Manager Customer Experience:"Customer Experience Strategy:Develop and deploy a comprehensive customer support experience strategy aligned with business objectives Voice of Customer (VOC):Leverage VOC insights and internal data to identify customer pain points and drive meaningful improvements in service delivery Team Management:Manage and operate a large team of Customer Support Associates, fostering a high-performance culture Operational Excellence:Drive continuous improvement through process optimisation, accountability frameworks, and scaling operations via technology Capacity Planning:Lead short-term and medium-term capacity planning to ensure operational agility and service continuity Operational Planning:Translate business requirements into executable operational plans and lead their effective implementation Performance Monitoring:Develop service monitoring frameworks, define KPIs, and implement real-time dashboards to drive execution through metricized operations Technology Enablement:Enhance operational efficiency through automation and adoption of technologies such as Robotic Process Automation (RPA), Artificial Intelligence (AI), and Machine Learning (ML) Workforce Development:Continuously evaluate and upgrade workforce skills and capabilities to deliver world-class support experiences Delivery Planning & Execution:Lead the team in creating and executing delivery plans that maximise customer satisfaction and business value Thought Leadership:Contribute to internal and external CX thought leadership by sharing best practices and insights on customer experience transformation "Please detail requisite experience: 5+ yearsMust have skills: Customer Obsession, People Management, Result Delivery, OwnershipWe are committed to providing equal opportunity in employment and creating an inclusive work environment Remember, together, we can achieve more!