Customer Experience Controller
The Customer Experience Controller will oversee and enhance the overall customer experience to ensure maximum satisfaction and loyalty. This role requires developing strategies to improve customer engagement and implementing initiatives to address customer needs and concerns effectively.
Responsibilities:
* Customer Engagement: Develop and implement strategies to enhance customer engagement across various touchpoints, including phone, email, chat, and social media platforms.
* Customer Feedback: Collect and analyze customer feedback, reviews, and survey data to identify trends, issues, and opportunities for improvement.
* Process Improvement: Collaborate with cross-functional teams to streamline processes, resolve pain points, and implement best practices to enhance the overall customer experience.
* Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and preferences to drive product/service enhancements and improvements.
* Quality Assurance: Monitor and evaluate customer interactions to ensure adherence to quality standards, compliance with policies, and alignment with brand values.
* Performance Metrics: Establish key performance indicators (KPIs) and metrics to track customer satisfaction, loyalty, and retention, and develop action plans to address areas of improvement.
* Escalaion Management: Handle escalated customer issues and complaints, demonstrating empathy, problem-solving skills, and a commitment to resolving issues promptly and effectively.
Qualifications:
* Proven Experience: Proven experience in a customer service or customer experience controller role, with a track record of success in driving improvements and achieving results.
* Leadership Skills: Strong leadership and management skills, with the ability to inspire and motivate a team towards common goals.
* Communication Skills: Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
* Analytical Mindset: Analytical mindset, with the ability to gather and interpret data, identify trends, and make data-driven decisions.
* Strategic Thinking: Strategic thinking and problem-solving abilities, with a focus on continuous improvement and innovation.
* Technical Skills: Proficiency in customer relationship management (CRM) systems and other relevant software applications.
* Customer Passion: Passion for delivering exceptional customer experiences and building long-lasting relationships with customers.
Requirements:
* Minimum 2 years in a similar role.
* Bachelor's degree in business administration, marketing, or a related field; advanced degree or certification is a plus.