Customer Experience Controller Role
Oversee and enhance customer experience to ensure maximum satisfaction and loyalty. Develop strategies to improve customer engagement, address customer needs, and concerns effectively.
Responsibilities
* Develop customer engagement strategies across touchpoints (phone, email, chat, social media).
* Collect and analyze customer feedback to identify trends and opportunities for improvement.
* Collaborate with teams to streamline processes and implement best practices.
* Serve as the voice of the customer, advocating for their needs to drive product/service enhancements.
* Monitor and evaluate customer interactions to ensure quality standards and brand values alignment.
* Establish KPIs to track customer satisfaction, loyalty, and retention, and develop action plans to address areas for improvement.
* Handle escalated customer issues, demonstrating empathy and problem-solving skills.
Qualifications
* Proven experience in customer service or customer experience controller role, with a track record of success.
* Strong leadership and management skills, with the ability to inspire and motivate a team.
* Excellent communication and interpersonal skills, with the ability to interact with customers, team members, and stakeholders.
* Analytical mindset, with the ability to gather and interpret data, identify trends, and make data-driven decisions.
* Strategic thinking and problem-solving abilities, with a focus on continuous improvement and innovation.
* Proficiency in CRM systems and other relevant software applications.
Requirements
* Minimum 2 years of experience in a similar role.
* Bachelor's degree in business administration, marketing, or a related field; advanced degree or certification is a plus.