Job Description We are seeking an experienced Customer Experience Manager to join our existing expert multidisciplinary team. The Customer Experience Manager reports to the General Manager and is responsible for managing customer accounts and overseeing SLA management and implementation, service delivery support, data analytics and reporting, strategic planning, product design, service application, and communication dissemination to the service delivery team. Some of the key duties include: Manage assigned accounts and oversee SLA Management and implementation, service delivery support, data analytics and reporting, strategic planning, product design, and service application. Communicating and dissemination of key service delivery changes, outcomes or expectations to the wider team to ensure a high level of service delivery, coordinate service delivery activities with broader team to ensure consistent service delivery. Ensuring customer needs are effectively communicated to executive and service delivery staff to ensure service delivery standards are met Be the main point of contact for assigned customers, developing and maintaining strong long-term relationships, conducting activities such as regular contact, collaborative case reviews and face to face meetings. Assist with complaint management as pertains to an account, escalating as needed to executive and improving processes to prevent additional issues. Identify opportunities for innovation and continuous improvement and encourage and foster this focus organisation-wide Identify opportunities to grow business with existing customers. Identify industry trends, innovations, and cross-pollination of account successes to drive performance
