Customer Service Experience Lead

The Customer Service Manager & Customer Experience Lead is responsible for leading the Customer Service team to deliver exceptional customer experiences across all services and touchpoints. The role drives customer satisfaction, service excellence, digital adoption, customer engagement, and continuous improvement initiatives while ensuring service level commitments, customer experience metrics, and operational objectives are achieved.

This role serves as the voice of the customer within the organization, partnering with internal stakeholders to proactively address customer feedback, resolve escalations, improve processes, and strengthen long-term customer relationships.

Key Responsibilities

Customer Experience Leadership

• Develop and execute customer experience strategies that enhance customer satisfaction, loyalty, and retention.
• Champion a customer-centric culture across the organization.
• Serve as the primary escalation point for critical customer issues, service incidents, and customer complaints.
• Drive continuous improvement initiatives based on customer insights, feedback, and performance data.
• Lead customer experience programs including Customer Effort Score (CES), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).

Customer Service Operations

• Lead and manage the Customer Service team to deliver high-quality support and service to customers.
• Ensure customer inquiries, requests, complaints, and service issues are handled efficiently and professionally.
• Monitor service performance against agreed Service Level Agreements (SLAs) and operational KPIs.
• Implement best practices to improve service quality, response times, and overall customer experience.
• Conduct regular service reviews and identify opportunities for operational improvement.

Customer Engagement & Relationship Management

• Conduct regular customer meetings, business reviews, and performance discussions.
• Build strong relationships with key customers to understand business needs and expectations.
• Lead customer incident review meetings and coordinate recovery actions where necessary.
• Present service performance reports and improvement plans during monthly and quarterly business reviews.

Digital Adoption & Customer Self-Service

• Promote adoption of digital and self-service platforms among customers.
• Conduct customer training sessions both online and face-to-face for customer portals and digital tools.
• Drive migration from manual transactions to digital channels to improve customer experience and operational efficiency.
• Monitor customer utilization of digital platforms and implement initiatives to increase adoption rates.

Customer Feedback & Service Improvement

• Manage customer satisfaction measurement programs and reporting.
• Analyze customer feedback, survey results, and service trends to identify improvement opportunities.
• Collaborate with Operations, Sales, IT, Finance, and other departments to implement corrective and preventive actions.
• Ensure customer concerns and feedback are translated into tangible service improvements.

Team Leadership & Development

• Lead, coach, mentor, and develop Customer Service team members.
• Conduct regular performance reviews, coaching sessions, and training programs.
• Foster a culture of accountability, collaboration, and service excellence.
• Develop customer service capabilities, communication skills, and service etiquette standards.
• Support succession planning and talent development initiatives within the team.

Performance Management & Reporting

• Ensure achievement of customer service and experience metrics, including:Customer Effort Score (CES)Customer Satisfaction (CSAT)Net Promoter Score (NPS)SLA ComplianceCall Centre Performance MetricsCustomer Retention Metrics
• Prepare and present weekly, monthly, and quarterly customer service performance reports.
• Lead meetings with customers, leadership teams, and operational stakeholders to review service performance and improvement initiatives.

Regional Support & Best Practice Sharing

• Support regional customer experience initiatives and standards.
• Train and coach customer service leaders on customer experience methodologies and measurement tools.
• Drive consistent adoption of customer feedback platforms and customer experience best practices across the region.
• Share insights, lessons learned, and improvement initiatives with regional leadership teams.

Key Performance Indicators (KPIs)

• SLA Achievement: ≥ 95%
• CES Score: ≥ 85%
• CSAT Score: ≥ 85%
• NPS Improvement Year-on-Year
• Customer Retention Rate
• Customer Escalation Resolution Time
• Digital Adoption Rate
• Employee Engagement & Team Development Metrics

Qualifications & Experience

Education

• Bachelor's Degree in Business Administration, Customer Experience, Operations Management, Marketing, or a related discipline.

Experience

• 10+ years of experience in Customer Service, Customer Experience, Account Management, or Operations.
• Minimum 5 years in a supervisor role.
• Experience managing customer satisfaction programs and service delivery teams.
• Experience conducting customer reviews, handling escalations, and managing key customer relationships.
• Exposure to CRM systems, customer experience platforms, and digital service channels.