Customer Experience Manager

Role Overview

As a Customer Experience Manager, you will lead the daily operations of customer experience teams, manage team members, and improve internal processes to respond to customer questions. You must be driven by customer satisfaction and determined to motivate your team to offer the best possible customer service.

What You Will Do

Your responsibilities will include leading customer service activities, managing sensitive customer complaints, implementing initiatives to improve customer experience, and establishing key performance indicators.

Why It Might Be a Fit

To succeed in this role, you must be driven by customer satisfaction, determined to motivate your team, and have excellent communication, interpersonal, and analytical skills.

Requirements

• 10 years of experience in customer service in a call center
• Experience in social media management, online brand reputation management, and digital customer engagement
• In-depth knowledge of various social networks, their audiences, features, communication conventions, moderation practices, and proprietary dynamics for each platform
• Experience in creating, managing, and developing online communities; conducting customer engagement initiatives; managing online crisis situations; and promoting positive customer experiences across multiple digital channels
• Ability to work in rotation; when necessary, be available to work on weekends and/or holidays according to a rotation system
• Fluent English (oral and written), required for regular collaboration with international teams and partners

Benefits

• A work environment that allows you to bring your ideas to life and propel your ambitions
• A daily routine without routine, days follow each other, but they don’t resemble each other, and that’s thrilling
• A hybrid work mode that allows you to work from home or one of our offices
• The possibility of remote work abroad for a maximum of 3 months (90 days)
• A well-being account that allows you to reimburse your expenses related to your health, passions, and interests
• Access to a 24/7 online health professional and a PAEF
• A comprehensive collective insurance package including eye and dental care paid at 50% by the employer
• A collective retirement savings plan with employer contribution
• A new parent supplement during maternity/paternity leave
• Vacation days calculated based on the number of years of experience on the market

Tagged as: Data Analysis