Customer Experience Manager at CleanAce Academy

Overview

The ideal candidate will be responsible to lead the entire customer experience strategy on behalf of the organization.

He/she will perform the below strategic responsibilities:

Task/Role Complexity:

• Developing and implementing new strategies for driving customer value and  ensuring optimal customer experience by conducting studies and research,
• Ensure that each touch point across the customer journey is engaging, efficient, and effective,
• Develop feedback points in the customer journey, define segmentation of customer base and identify opportunities for continuous improvement,
• Establish communication mediums through which customers can readily contact the company and vice versa,
• To conduct surveys by gathering information on customer opinion of rendered services to drive customer retention, reduce churn, and increase customer satisfaction,
• To continually review and evolve the processes CleanAce uses to track, oversee and organize every interaction between the customer and vivacity throughout the lifecycle,
• Supervise the activities of the digital and customer service team to ensure their interaction with customers reflect positively on the company,
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of CleanAce