Customer Experience Manager
3 days ago
XE is a leading provider of currency services and products, and we're seeking a highly skilled Customer Experience Manager to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences and ensuring that our customers receive the highest level of service.
Key Responsibilities- Drive Customer Experience: Lead the Customer Care Team to deliver a high-impact support experience for consumers and businesses, meeting key performance targets and service levels.
- Strategic Output: Encourage a 'one global team' culture as we evolve our 'follow the sun' support model and provide additional support bandwidth to other regions during peak times.
- Thrive on Excellence: Drive excellence as the team responds to inbound queries from Xe's global customer base.
- Complaints Management: Manage escalated cases and formal complaints, lead changes in Xe's processes to reduce the number of formal complaints.
- Relationship Builder: Build strong relationships with internal stakeholders and drive the team to build strong customer relationships with Xe, where consumers view Xe as their 'go-to' transaction provider.
- Problem Solver: Identify any issues in the end-to-end process, and highlight areas for improvement, working collaboratively with key teams. Work closely with global peers to share best practice.
- Mentorship: Responsible for empowering and coaching the customer care team to optimize the overall team performance. Actively coach team members to improve performance using quality assurance processes.
- Revenue Targets & Milestones: Achieve revenue targets as the customer care team is empowered to execute simple, low-value money transfers directly for customers.
- Enforce Adherence to Standard Global Processes: Actively monitor performance and suggest continuous improvements to tools and processes.
- Continuous Product Improvement: Contribute feedback on our digital tools and insights on how to optimize digital self-serve for our consumers, thus reducing support call volumes.
- Sharing of Best Practice: Build a learning culture, where teams share important knowledge and best practice.
- Success for this Role: Is reflected in the success of the overall team and is measured via a range of quantitative measures including call volumes, talk time, first call resolution achievement.
We're looking for a highly skilled and experienced Customer Experience Manager who can lead our customer-facing team to deliver exceptional customer experiences. The ideal candidate will have:
- Leading Teams: 3-5 years' experience managing teams to deliver an excellent customer experience.
- Targets Driven: Experience in managing and motivating a team to deliver against targets and metrics.
- Excellent Communication: Spoken and written.
- Coaching Skills: Investing in team members to perform at the highest level.
- Improvements and Efficiencies: Ability to adhere to process, and based on results propose continuous improvements.
- Agile Environment: Comfortable working in a fast-paced, target-driven environment.
- Metrics and Data: Data-driven and analytical, with an ability to review/analyze performance metrics, and coach team members in order to optimize performance and achieve targets.
- Ability to Build Deep Domain Knowledge: Of Xe's business and customer proposition.
- Ability to Work in a Global Team: Sharing best practice and working collaboratively to raise the bar across the organization.
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