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Customer Experience Systems Manager
3 weeks ago
We are seeking an experienced and innovative professional to oversee and enhance end-to-end customer communication systems.
- This pivotal role involves the design, implementation, and management of integrated CRM platforms, social listening tools, and communication channels to ensure a seamless and efficient customer journey.
- The ideal candidate will have proven expertise in implementing customer experience systems across multiple touchpoints, with a focus on NPS/CSAT improvement, integrated consumer communication, and creating a unified customer view.
- Serve as the custodian of customer experience systems, ensuring optimal functionality, scalability, and integration across all consumer-facing channels.
- Lead the implementation of integrated CRM platforms, social listening tools, and communication systems to deliver seamless and proactive customer support.
- Develop a unified communication strategy that enables a single view of the customer across all platforms and touchpoints.
- Oversee integration of customer experience platforms with core systems, including reservations, operations, and marketing tools.
- Design and implement chatbots and AI-powered tools to automate repetitive tasks and provide efficient, real-time customer support.
- Bachelor's degree in Business Administration, Information Technology, Marketing or a related field.
- Minimum 7 years of experience in customer experience systems management or a related role.
- Proven track record of implementing customer experience platforms, integrated CRM systems, or similar tools across multiple customer channels.
- Mandatory: Hands-on experience in designing and implementing chatbots to improve customer service efficiency.