Customer Experience Manager at Assetrise Limited

Role Summary

• We are seeking an experienced, customer-focused, and results-driven professional to lead our Customer Experience function and drive exceptional service delivery across all customer touchpoints.
• The Customer Experience Manager will be responsible for developing and implementing customer experience strategies, improving customer satisfaction, managing customer service operations, and ensuring a seamless customer journey that supports business growth and customer retention.

Key Responsibilities

• Develop and execute the Company's customer experience strategy.
• Lead and manage the Customer Experience team to achieve service excellence.
• Monitor and improve customer satisfaction, retention, and loyalty metrics.
• Establish and maintain customer service standards, processes, and performance indicators.
• Analyze customer feedback, complaints, and trends to identify improvement opportunities.
• Collaborate with Sales, Marketing, Operations, and other departments to enhance the customer journey.
• Drive initiatives that improve customer engagement and overall service quality.
• Prepare and present customer experience reports and recommendations to management.
• Ensure prompt and effective resolution of customer concerns and escalations.

Requirements

• Bachelor's Degree in Business Administration, Marketing, Communications, Management, or a related field.
• Minimum of 5–8 years' experience in customer experience, customer service, relationship management, or a related function, with at least 3 years in a leadership role.
• Strong leadership, stakeholder management, and team development skills.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Experience designing and implementing customer experience improvement initiatives.
• Strong analytical and reporting skills.
• Proficiency in CRM systems and customer service technologies will be an added advantage.