B2B Customer Experience Manager (E-commerce/ Fintech) at Nicole Sinclair Consulting

The Head of B2B Customer Experience Manager is responsible for ensuring that business clients have a seamless and exceptional experience when engaging with the company. This role focuses on improving customer satisfaction, loyalty, and retention by enhancing the quality of services provided to clients. The B2B Customer Experience Manager works closely with sales, product, and support teams to address the needs of corporate clients, anticipate their challenges, and provide solutions that foster long-term partnerships

Key Duties/ Responsibilities

• Develop and implement strategies to improve the overall customer experience for B2B clients.
• Collaborate with cross-functional teams (sales, marketing, support, and product development) to ensure a customer- centric approach.
• Act as the primary point of contact for key accounts, ensuring their needs are met and providing a consistent level of service.
• Monitor and analyze customer feedback, satisfaction scores (e.g., NPS), and other performance metrics to identify areas for improvement.
• Proactively identify and resolve issues affecting client satisfaction, escalating when necessary.
• Drive initiatives to enhance the customer journey, from on-boarding to post-sales support.
• Provide training and guidance to internal teams on best practices in customer service and experience management.
• Work with marketing and product teams to develop personalized solutions and offerings based on client feedback.
• Lead efforts to streamline and improve customer interaction channels (phone, email, chat, etc.). Foster long-term relationships with clients, understanding their business needs and how the company can help solve them.
• Track customer lifecycle and engagement to identify opportunities for up sell, cross-sell, and renewal.
• Present regular reports to leadership on customer experience metrics, insights, and recommendations for improvement.

Qualification

• Bachelor’s degree in business, marketing, customer service, or a related field.
• 7-10 years of experience in a customer-facing role, preferably in B2B or account management (Fintech).
• Experience in customer experience and customer support.
• Experience in feedback management and customer journey mapping.
• Ability to solve challenges in B2B customer experience management.
• Proven experience managing customer relationships and improving customer satisfaction.
• End-to-end customer experience management.
• Ability to handle slow response rate and customer feedback.
• Familiarity with CRM systems and customer feedback tools.
• Strong understanding of B2B business processes and sales cycles.
• Experience in industries such as technology, or logistics services is a plus.

Knowledge/ Skills

• Ability to anticipate and understand the unique needs of B2B clients.
• Strong verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
• Ability to quickly resolve issues and offer solutions that benefit both the customer and the company.
• Skilled in using data and analytics to track customer satisfaction and identify trends.
• Expertise in building and maintaining strong, long-lasting client relationships.
• Ability to lead initiatives that improve the customer experience and align with business goals
• Ability to work effectively across multiple departments to deliver a cohesive customer experience