Customer Experience Manager

Job Summary:

As a Customer Experience Officer, you will be the central point of contact for customers, ensuring a consistent and customer-focused experience throughout the customer journey. The role involves building strong customer relationships, coordinating customer projects and order follow-up, supporting product launches, resolving customer complaints, and collaborating closely with internal teams to enhance customer experience and operational efficiency..

Key Roles & Responsibilities:

Customer Identity & Customer Engagement

• Build strong customer relationships and understand customer expectations effectively.
• Capture and maintain relevant customer data throughout the customer journey.
• Follow up on customer satisfaction and engagement feedback loops (VoC).
• Analyze customer interactions and feedback to support customer experience improvements.
• Represent Customer Experience during customer interactions, visits, and audits.

Product Solutions & Customer Coordination

• Translate customer product and packaging needs into operational requirements.
• Coordinate customer projects and initiate required internal activities.
• Monitor progress and keep customers informed regarding launches, artwork, and volumes.
• Guide customers during first production runs and support issue resolution.
• Coordinate with internal teams to ensure smooth service delivery.

Complaints & Compliance Management

• Act as the first point of contact for customer complaints related to logistics, quality, packaging, and administration.
• Register, investigate, and coordinate corrective actions for customer complaints.
• Ensure timely customer communication and follow-up on complaint resolution.
• Facilitate customer audits, validations, specifications, and questionnaires.
• Contribute to improvements based on recurring customer issues.
  
  Demand & Delivery Coordination
  
• Anticipate customer demand and coordinate timely deliveries with internal teams.
• Capture customer orders and ensure timely order entry and follow-up.
• Support demand forecasting and order management activities.
• Optimize stock usage in line with customer demand and delivery requirements.
• Use dashboards and reporting tools to support customer satisfaction improvements.

Educational and Practical requirements:

• Master's degree in business administration in Marketing, or related field.
• 5-7 years of experience in Customer Experience or related fields.
• Experience from similar industry.
• Strong written and verbal communication skills, and customer relationship management skills.
• Ability to manage customer interactions, complaints, and operational coordination effectively.

Management Behavioural Competencies:

• Customer-oriented mindset with focus on long-term relationships.
• Solution-oriented and proactive approach towards problem solving.
• Ownership and accountability for customer service delivery.
• Strong collaboration and supportive behaviour across teams.
• Analytical mindset with focus on customer experience improvements.