This role will be a change agent who will work with the cross-functional leadership to embed a customer-based culture across the company and ensuring that all business decisions and priorities are made with the customer at the core.
Job title | Customer Experience Manager |
Location | St. Kitts and Venture |
Division | Consumer |
Reports to | Country Manager with dotted line into SVP Customer Experience |
Direct Reports |
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Purpose of the Role
This role will be a change agent who will work with the cross-functional leadership to embed a customer-based culture across the company and ensuring that all business decisions and priorities are made with the customer at the core.
The role will manage customer experience design and execution across the touch points through the customer experience journey to ensure that we become an innovative, service-led company. It will also oversee and direct the company’s customer support operations (consumer business) including its call center and customer field operations with responsibility for delivering differentiated service to customers through superior access, multi-channel servicing options, and efficient resolution of customer requests.
The position will enable the tracking of key customer metrics and facilitate the inclusion of the customer voice in all key business meetings and strategy. The person in this role will communicate the customer experience strategy and roadmap to the leadership team, customers, external stakeholders and employees. S/he will establish customer experience and customer profitability goals and metrics for the company.
This position will require a strategic thinker with significant operational experience.
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Key Behaviors