Job Description
POSITION SUMMARY:
The Customer Experience Manager is responsible for leading and optimising the end-to-end customer journey across service delivery, training, pricing integrity, and project quoting. This role ensures a seamless, efficient, and value-driven customer experience while supporting sales growth, margin optimisation, and operational excellence.
The role integrates commercial acumen with customer-centric leadership to strengthen customer retention, drive revenue growth, and improve process performance.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
Customer Service Leadership
+ Lead, coach and develop the Customer Service team to deliver exceptional service standards.
+ Establish and monitor KPIs including response times, resolution rates, customer satisfaction and service quality.
+ Oversee order processing, customer enquiries, complaints handling and after-sales support.
+ Identify and implement ...
The Customer Experience Manager is responsible for leading and optimising the end-to-end customer journey across service delivery, training, pricing integrity, and project quoting. This role ensures a seamless, efficient, and value-driven customer experience while supporting sales growth, margin optimisation, and operational excellence.
The role integrates commercial acumen with customer-centric leadership to strengthen customer retention, drive revenue growth, and improve process performance.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
Customer Service Leadership
+ Lead, coach and develop the Customer Service team to deliver exceptional service standards.
+ Establish and monitor KPIs including response times, resolution rates, customer satisfaction and service quality.
+ Oversee order processing, customer enquiries, complaints handling and after-sales support.
+ Identify and implement ...