- 经验
- 任何
- 薪水
- —
- 职位空缺
- 1
- 发布
- 1周前
- 工作模式
- 在办公室
- 学历
- Business Administration, Marketing, Communications, Hospitality, or related discipline
- 合格
- Professionals with experience in customer experience, service design, customer journey mapping, and customer-centric improvement work may apply. Candidates with a degree in Business Administration, Marketing, Communications, Hospitality, or a related field are typically preferred.
- 恢复
- 需要申请
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职位描述
Role overview
The Customer Experience Manager will shape and refine the full customer journey so that every interaction feels smooth, consistent, and aligned with the organization’s brand promises and commercial goals. The position focuses on improving satisfaction, strengthening loyalty, and encouraging repeat business.
Core duties
This role involves reviewing customer feedback, charting the end-to-end journey, and spotting friction points and improvement opportunities across service channels. It also includes building and rolling out customer experience plans, service standards, and engagement initiatives that raise satisfaction and support long-term retention.
The manager will partner with operations, sales, marketing, product, and service teams to deliver a unified experience across all touchpoints. A key part of the job is monitoring customer experience indicators such as NPS, CSAT, and customer effort score, then converting the findings into practical improvements.
In addition, the role supports complaint handling frameworks, service quality improvement efforts, employee training on customer-focused behaviors, and the ongoing enhancement of digital experiences and customer-facing processes.
Qualifications and skills
The ideal candidate should bring strong knowledge of customer experience management, service design, journey mapping, and service excellence approaches. Hands-on experience with customer feedback analysis, CX metrics such as NPS, CSAT, and CES, and customer-led improvement programs is important.
A solid understanding of customer behavior, service operations, and omnichannel engagement is needed, along with strong stakeholder management abilities and the confidence to work across multiple teams. Analytical thinking, problem-solving ability, and the skill to turn customer insight into business action are essential.
A degree in Business Administration, Marketing, Communications, Hospitality, or a closely related field is typically expected. Experience using CRM platforms, customer analytics tools, and feedback management systems is considered an advantage.