(B-787) | Manager-Customer Experience

(B-787) | Manager-Customer Experience

Sutherland is seeking an organized and reliable person to join us as a
**Customer Experience Manager**.
We are a group of driven and supportive individuals.
If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
**Customer Experience Managers in this role get to**:
**Collect and analyze customer feedback**: this feedback that comes through internal and external channels is collected and analyze to identify and act on every opportunity - and so that the manager can champion the voice of the customer.
**Ensure compliance**:with key initiatives, tracking complaints, reporting on status,



and manage projects that result in identified issues being prevented or mitigated for future customers.
**Built a positive experience**: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience.
**Create a quantifiable increase in Customer Experience**: This critical team member will also collaborate with other team members and the business to improve results.
**Take ownership of customer feedback**: and take action to prevent or mitigate them before they affect any other customers.
**Assure control**:track and report monthly KPIs Team, track and report CX Pillars quarterly.
Perform Ad Hoc requests for data, special reports, and analysis from a variety of departments to help them focus on opportunities for improvement or celebrations of success.
Monitor and take action on Customer Surveys.
**Manage and create projects/initiatives**: track data and identify trends.
**Perform Project Management Activities**: such as help to identify potential value-added projects.




**Perform Team Management Activities**: Participate in the sourcing, attracting, selection, onboarding, and managing of interns.Engage in onboarding, training, and developing of CX interns.
Escalate opportunities for quick wins when a new pattern of issues emerges.
**Qualifications**:

- Creativity, proactivity, and have a bias for action
- Experience with marketing, organizational development, psychology, or customer experience
- Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
- Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement




- Ability to inspire others to action and to influence without authority is absolutely necessary
- Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
- Passion for learning/learning agile
- Excellent written communication skills
- Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
- Exceptional research skills
- The ability to exude a professional demeanor and appearance
- Attention to detail and excellent organizational skills
- The ability to function in a fluid environment, with fast change, and fast prototyping and design
- A degree in Marketing, Organizational Development, Psychology, Customer Experience, or a related field is preferred,



but not required
- Previous track record of success in customer experience management may be substituted for education
- Bachelor Degree
- At least 1 year of work experience in the same capacity

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.com.mx/empleo/142614890/b-787-manager-customer-experience-monterrey/?utm_source=html