Customer Experience Manager - Lifestyle Vertical
Core
Deliver customer satisfaction solutions and drive operational/financial process improvements to meet Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS) targets.
Role type
Senior Customer Experience Manager (Lifestyle Vertical)
Builds
Customer satisfaction solutions and optimized service delivery for global logistics clients
Domain
Global logistics and supply chain
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership, stakeholder management, financial review, workforce planning, performance appraisal, upselling strategy, KPI tracking, process improvement
Preferred skills
Chinese language proficiency, Microsoft Office expertise
Technologies
Microsoft Office (Excel, Word, PowerPoint)
Responsibilities
Drive team execution to meet customer KPIs and satisfaction goals; build rapport with key clients and internal stakeholders; optimize service delivery costs and complete financial reviews; conduct performance appraisals and develop direct reports; manage workforce planning and coverage; deliver business reports.
Seniority
Senior, hands-on IC with team leadership
