Chief Customer Experience Officer
5 days ago
As a customer experience leader, this role involves setting the vision and strategy for delivering exceptional customer interactions. The Customer Care Manager will oversee the customer service operations, supervising a team of customer-facing associates and developing best-in-class service processes.
About the RoleThis is a senior leadership position that requires a strong track record in leading customer care operations, preferably in direct-to-consumer or e-commerce sectors. The successful candidate will have excellent communication skills, with the ability to motivate and inspire a team to deliver outstanding customer experiences.
Key Responsibilities- Spearhead customer service initiatives to drive customer satisfaction and loyalty.
- Develop and implement policies and SOPs aligned with company values.
- Lead, mentor, and inspire the customer experience team to achieve excellence.
- Analyze trends in customer queries, complaints, and satisfaction levels to inform strategic changes.
- 8-10 years of experience in leading customer care operations, preferably in D2C, premium retail, or e-commerce sectors.
- Strong leadership, coaching, and interpersonal skills.
- Excellent communication skills in English; multilingual proficiency is a plus.
- Data-driven decision-making with strong problem-solving abilities.
- The opportunity to lead the customer care function of a fast-growing premium cookware brand.
- A chance to directly shape customer experiences and brand perception.
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