About the Role
We're looking for an experienced Customer Experience Manager to lead a high-volume, multi-channel customer support function. You'll be responsible for driving exceptional customer experiences across phone, email, and chat channels while leading a high-performing team, optimising operations, and championing continuous improvement. This is an excellent opportunity for a customer-centric leader who thrives in a fast-paced environment and enjoys building engaged, high-performing teams.
Key Responsibilities
- Lead, mentor, and develop supervisors and customer experience representatives across onshore and offshore teams.
- Drive team performance through coaching, KPI management, and regular performance reviews.
- Manage complex customer escalations and ensure timely, professional resolution.
- Monitor and analyse customer service metrics to identify trends and improve operational performance.
- Optimise staffing, scheduling, workflows, and service processes to enhance efficiency.
- Develop, implement, and maintain Standard Operating Procedures (SOPs).
- Partner closely with cross-functional teams to deliver a seamless customer experience.
- Support onboarding, training, and ongoing development of customer experience teams.
- Identify opportunities to improve processes, automate workflows, and enhance service delivery.
- Foster a culture of accountability, collaboration, and continuous improvement.
Requirements
- 5+ years of leadership experience within Customer Service, Contact Centre, or Customer Experience.
- Proven experience managing teams of 20+ employees in a fast-paced, multi-channel support environment.
- Strong knowledge of CRM, ERP, and customer ticketing systems.
- Excellent leadership, coaching, and stakeholder management skills.
- Strong analytical skills with experience tracking KPIs and driving performance improvements.
- Ability to make informed operational decisions in a dynamic environment.
- Excellent written and verbal communication skills in English.
