We are looking for a customer-focused and data-driven Customer Experience Manager to enhance customer satisfaction, strengthen customer loyalty, and improve end-to-end customer journeys. The ideal candidate will have experience in customer experience management within the airline, hospitality, or retail industry , with a strong understanding of customer satisfaction metrics, particularly Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) .
This role requires a professional who can translate customer feedback and performance data into actionable improvements, streamline customer interactions, and build effective strategies to deliver consistent, high-quality customer experiences.
Requirements
Key Responsibilities
Develop and implement customer experience strategies to improve CSAT, NPS, customer loyalty, and retention .
Monitor customer satisfaction metrics, feedback, complaints, and service performance across customer touchpoints.
Analyse customer data to identify recurring issues, service gaps, and opportunities to improve customer journeys.
Design and manage customer feedback programmes, surveys, and other mechanisms for collecting customer insights.
Translate customer feedback and performance trends into actionable recommendations and improvement initiatives.
Collaborate with customer service, operations, sales, and other teams to address customer pain points.
Establish and monitor customer experience standards, service benchmarks, and performance indicators.
Identify root causes of customer dissatisfaction and coordinate corrective and preventive actions.
Track the effectiveness of customer experience initiatives and report measurable improvements to management.
Develop dashboards and regular reports highlighting CSAT, NPS, complaint trends, and customer experience performance.
Support the development of customer service processes, escalation frameworks, and service recovery initiatives.
Promote a customer-centric culture through stakeholder engagement, employee training, and continuous improvement.
Benchmark customer experience practices and identify opportunities to adopt industry best practices.
What Makes You a Great Fit
4+ years of experience in customer experience, customer success, service quality, or customer satisfaction management.
Experience in the airline, hospitality, or retail industry is strongly preferred.
Hands-on experience measuring, analysing, and improving CSAT and NPS .
Strong understanding of customer journey mapping, feedback analysis, service quality, and customer retention.
Experience using customer feedback, surveys, and performance data to identify service improvement opportunities.
Proven ability to convert customer insights into practical initiatives and measurable outcomes.
Strong analytical skills, including data interpretation, reporting, and performance tracking.
Excellent communication, stakeholder-management, and cross-functional collaboration skills.
Strong problem-solving abilities and experience conducting root-cause analysis.
Ability to manage multiple initiatives, influence stakeholders, and drive continuous improvement.
A customer-first mindset with a strong commitment to service excellence and customer loyalty.
About the role We are seeking a Customer Experience Improvement Manager (CX Improvement Manager) to lead the end-to-end implementation and optimisation of high-impact customer experience initiatives. This newly created role will build upon our existing quality audit and failure demand analysis and translate them into proactive, ...
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