Role Overview:
- As the Head of Customer Experience, you will be the driving force behind cultivating a customer-centric culture throughout our organization.
- Your role will involve strategic planning, designing customer journey maps, implementing initiatives, and leading a team to ensure that every touch point with our customers reflects our commitment to excellence.
Key Responsibilities:
- Develop and execute the overall customer experience strategy in alignment with the company’s mission and goals.
- Lead, mentor, and inspire a team of dedicated customer experience professionals.
- Collaborate with cross-functional teams to ensure consistent messaging and seamless customer interactions across all channels.
- Analyze customer feedback and data to identify pain points, trends, and opportunities for improvement.
- Implement innovative solutions to enhance customer satisfaction, loyalty, and retention.
- Create and monitor KPIs to measure the effectiveness of customer experience initiatives.
- Stay up-to-date with industry trends and best practices to continuously innovate our customer experience offerings.
- Deescalating customer issues
Qualifications:
- Bachelor’s degree in relevant field Master’s degree preferred.
- Proven 5+ years of experience in customer experience, 2+ years in a leadership or managerial role.
- Strong understanding of customer journey mapping and touch point optimization.
- Excellent analytical skills with the ability to translate data into actionable insights.
- Exceptional communication and interpersonal skills.
- Creative problem solver with a track record of implementing successful CX initiatives.
- Proficiency in relevant tools/software/platforms.
How to Apply
If you are a self-motivated sales professional with a passion for travel and a desire to work in a dynamic and fast-paced industry, we encourage you to apply for this exciting opportunity by sending an email to Recruitment@Birdviewgroup.com