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Senior Customer Experience Manager
3 weeks ago
We are seeking a highly skilled and experienced Customer Service Manager to lead our customer experience operations.
About the RoleThis senior leadership position requires a strategic thinker with a strong focus on coaching, mentorship, and continuous improvement. As a key member of our team, you will be responsible for leading a high-performing team of customer service specialists, managing the full employee lifecycle, and developing customer service policies and procedures.
You will work closely with technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless unified response to customer expectations.
The ideal candidate will have a proven track record of leading high-performance teams in a technical industry, with a strong focus on customer satisfaction and operational efficiency.
Key Responsibilities- Lead and motivate a team of customer service specialists, fostering a culture of high performance and continuous improvement.
- Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the overall customer experience and ensure alignment with company goals.
- Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
- Minimum 1+ years of experience in a customer service management or team leadership role, preferably in the automotive, trade, or related technical industry.
- Bachelor Degree or Equivalent.
- Experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- Proven ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship.
We offer a competitive salary and benefits package, opportunities for career growth and development, and a dynamic work environment.
Join us in our mission to deliver exceptional customer experiences and achieve business success.
