Opportunity Description
Key Responsibilities
- Own and manage the end-to-end customer experience strategy
- Monitor customer satisfaction metrics (CSAT, NPS, CES) and drive improvements
- Handle escalated customer issues and ensure timely resolution
- Design and implement customer feedback loops and voice-of-customer programs
- Collaborate with Product teams to relay customer insights and influence roadmap decisions
- Improve onboarding, support, and retention processes
- Develop customer journey maps and identify pain points across touchpoints
- Lead initiatives to improve customer retention and reduce churn
- Train and guide customer-facing teams on service quality and communication standards
- Analyze customer data to identify trends and opportunities for improvement
- Build and maintain customer experience policies and best practices
Required Skills & Qualification
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