Customer Experience Manager

As a Guru you will be accountable for:



· Analysing and mapping the end-to-end customer journey to identify pain points, opportunities for improvement, and moments of delight, and driving initiatives to enhance the overall customer experience.

· Establishing mechanisms to capture and analyze customer feedback through surveys, reviews, and other channels, and leveraging insights to drive strategic decision-making and operational improvements.

· Collaborating with internal teams across sales, marketing, product development, and operations to align strategies and initiatives with customer needs and expectations, ensuring a cohesive and consistent customer experience.

· Acting as the voice of the customer within the organization, championing customer-centricity and advocating for customer needs and preferences in all business decisions and processes.

· Developing and implementing service quality standards, guidelines, and best practices to ensure consistently high levels of service delivery across all customer touchpoints.

· Developing and executing retention strategies and loyalty programs to nurture existing customer relationships, increase customer lifetime value, and drive customer loyalty and advocacy.

· Providing training and development opportunities for customer-facing teams to enhance their customer service skills, product knowledge, and ability to deliver exceptional customer experiences.





We're looking for someone who:



· Demonstrates a strategic mindset with the ability to envision and execute customer experience strategies that drive business growth and competitive advantage.

· Leads by example with a strong commitment to customer-centricity, fostering a customer-first culture and mindset across the organization.

· Possesses strong analytical skills with the ability to interpret data, derive insights, and make data-driven decisions to optimize the customer experience.

· Demonstrates proficiency in change management principles and practices, leading organizational change efforts to embed customer-centric behaviors and practices.