Head of CXP

What you will be doing:

• Develop and execute the overall customer experience strategy, aligning with company goals and objectives to drive improvements in customer satisfaction and loyalty.
• Lead and mentor a team of customer experience professionals, providing guidance, support, and development opportunities to maximize team performance and engagement.
• Define and implement best practices, standards, and processes for customer service operations, including contact center management, service quality assurance, and customer feedback management.
• Collaborate with cross-functional teams, including sales, marketing, product development, and operations, to identify opportunities for enhancing the customer experience and driving customer-centric initiatives.
• Establish and monitor key performance indicators (KPIs) and metrics to track and evaluate the effectiveness of customer service operations, identifying areas for improvement and implementing corrective actions as needed.
• Stay informed about industry trends, emerging technologies, and best practices in customer experience management, and make recommendations for continuous improvement and innovation.
• Champion the voice of the customer within the organization, advocating for customer needs and preferences in decision-making processes and strategic planning.
• Foster a culture of customer-centricity and continuous improvement, encouraging collaboration, innovation, and accountability across the customer experience team and the broader organization.

What we are looking for:

• Bachelor's degree in business, marketing, or related field; master's degree or equivalent experience preferred.
• years of experience in customer experience management, with a proven track record of success in leading customer service operations and driving improvements in customer satisfaction and loyalty.
• Strong leadership and people management skills, with the ability to inspire and motivate teams to achieve goals and deliver exceptional results.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels of the organization.
• Strategic thinker with a data-driven and analytical mindset, capable of translating customer insights into actionable strategies and initiatives.
• Proven ability to navigate complex organizational structures and drive change in a dynamic and fast-paced environment.
• Experience with customer experience technologies, such as CRM systems, contact center solutions, and customer feedback platforms, is a plus.