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Customer Experience System Leader
3 weeks ago
As a seasoned Customer Experience System Leader, you will be responsible for designing, implementing, and managing integrated CRM platforms, social listening tools, and communication channels to deliver seamless and proactive customer support. This pivotal role involves the design of a unified communication strategy that enables a single view of the customer across all platforms and touchpoints.
In this critical position, you will oversee integration of customer experience platforms with core systems, including reservations, operations, and marketing tools. You will also develop and manage an integrated communication platform to ensure consistency and efficiency in customer interactions across email, chat, SMS, social media, and call center channels.
Your key responsibilities will include:
- Serving as the custodian of customer experience systems, ensuring optimal functionality, scalability, and integration across all consumer-facing channels.
- Leading the implementation of integrated CRM platforms, social listening tools, and communication systems to deliver seamless and proactive customer support.
- Developing a unified communication strategy that enables a single view of the customer across all platforms and touchpoints.
- Overseeing integration of customer experience platforms with core systems, including reservations, operations, and marketing tools.
Requirements and Qualifications:
To succeed in this role, you will require a Bachelor's degree in Business Administration, Information Technology, Marketing or a related field, along with a minimum of 7 years of experience in customer experience systems management or a related role. A proven track record of implementing customer experience platforms, integrated CRM systems, or similar tools across multiple customer channels is essential. Hands-on experience in designing and implementing chatbots to improve customer service efficiency is mandatory. Experience in managing customer engagement in airlines, hospitality, or other service industries is preferred.
You will need to demonstrate strong project management skills, including experience leading cross-functional teams. An analytical mindset with the ability to leverage data to drive decisions is also essential. Excellent communication skills to effectively liaise with technical and non-technical stakeholders are required. Knowledge of customer experience best practices and trends in digital transformation is desirable.
