Customer Experience & Engagement Manager

Customer Experience Strategy 1. Develop and implement strategies to enhance the overall customer experience, from pre-sales to post-sales support. 2. Analyze customer feedback, behavior, and trends to identify areas for improvement and drive actionable insights. 3. Collaborate cross-functionally with sales, marketing, product, and support teams to align on customer experience goals and initiatives. Design and optimize 1. Design and optimize customer journey maps, ensuring a seamless and intuitive experience at every stage. 2. Establish and monitor key performance indicators (KPIs) to measure customer satisfaction, loyalty, and retention. Information Classification: Internal Engagement Strategies/ Programs/ Campaigns 1. Develop and execute comprehensive customer engagement strategies to drive loyalty and advocacy. 2. Lead the development of customer loyalty programs, referral programs, and other initiatives to incentivize and reward customer engagement. 3. Design and implement targeted engagement campaigns across multiple channels (e.g., email, social media, events) to nurture customer relationships and drive desired behaviors Effectiveness Measurement & Best Practices Monitoring 1. Monitor and measure the effectiveness of engagement initiatives, using KPIs and metrics to track progress and optimize performance. 2. Stay abreast of industry trends and best practices in customer engagement, continuously seeking innovative ways to enhance our approach. Lead people, process & personalize interaction to enhance CX 1. Lead and motivate a team of customer experience specialists, providing coaching, feedback, and support to ensure excellence in service delivery. 2. Implement technology solutions to streamline processes, personalize interactions, and enhance the overall customer experience. 3. Stay updated on industry best practices and emerging trends in customer experience management, and proactively recommend innovative strategies to stay ahead of the competition. Role & responsibilities