Customer Experience Manager

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Delegate CX

Site WebLinkedInTous les Emplois

11 - 50 employés

🤝 B2B

🎯 Recrutement

🏢 Entreprise

B2B • Recruitment • Enterprise

Delegate CX est une entreprise spécialisée dans l'aide aux entreprises américaines pour accroître leurs équipes en fournissant des talents mondiaux hautement qualifiés. Grâce à leur processus propriétaire en 4 étapes et à leurs programmes de formation complets, ils simplifient les processus d'embauche et d'intégration, rendant la croissance des entreprises plus facile et plus rentable. Delegate CX met l'accent sur l'intégration harmonieuse de leurs recrues externalisées et à temps plein au sein des équipes de l'entreprise cliente, offrant un soutien supplémentaire pour la croissance continue de l'entreprise.

Description

• Lead and develop supervisors and a combined onshore/offshore team of customer experience representatives. • Hold team members accountable for performance, adherence to KPIs, and professional conduct. • Build a culture of ownership, collaboration, and continuous improvement. • Conduct regular team meetings and performance reviews to ensure clarity of goals and alignment with SnugZ values. • Oversee and analyze key performance indicators daily, including call response times, email/chat resolution, revisions, LTL tasks. • Produce and deliver daily, weekly, and monthly performance reports to leadership. • Make quick, data-driven decisions to maintain service level consistency and customer satisfaction. • Identify trends, gaps, and opportunities for improvement through regular performance reviews and reporting analytics. • Serve as a visionary leader for the department’s continued growth — enhancing staffing models, scheduling efficiency, and workflow processes. • Drive the department toward automation and improved tools that enhance speed and accuracy. • Develop, maintain, and enforce Standard Operating Procedures (SOPs) and ensure accountability through consistent follow-up. • Partner cross-functionally with Inside Sales, IT, Marketing, and Production to ensure cohesive customer experiences. • Collaborate with supervisors to maintain a structured onboarding, cross-training, and continuing education program. • Execute training materials and collaborate with SME on performance improvement plans that reinforce SnugZ brand standards and service quality. • Ensure all team members understand product updates, process changes, and technology tools critical to success. • Proactively identify process bottlenecks or inefficiencies and implement effective solutions. • Champion a solution-driven mindset — empowering team members to resolve challenges with creativity and ownership. • Lead and execute departmental initiatives that enhance the customer experience journey and operational scalability.

🎯 Exigences

• 5+ years of experience in a Customer Service, Contact Center, or Customer Experience leadership role. • Demonstrated success managing teams of 20+ employees in a fast-paced, multi-channel support environment. • Proficient with CRM, ERP, and ticketing systems • Exceptional written and verbal communication; able to inspire, coach, and drive accountability. • Strong understanding of KPIs, performance analytics, and workflow optimization. • Skilled at making informed, time-sensitive operational decisions. • Experience leading offshore or remote customer support teams. • Familiarity with brand experience philosophy and promotional product industry standards. • Associate or Bachelor’s degree in Business, Communications, or related field. • Demonstrated success implementing process automation or CX technology improvements.

🏖️ Avantages

• Industry-leading salary packages • Permanent work-from-home setup • Company equipment provided • Internet stipends upon regularization • HMO Coverage • PTO credits and service incentive leaves • Major spring and winter company live events • Monthly employee appreciation virtual events • Company-provided career skills training courses • A company culture focused on your personal and professional growth