Senior Manager, Customer Experience
About The Position
The Senior Manager, Customer Experience Manager, AMERICAS is responsible for the strategic leadership driving customer experience transformation, efficiencies, and tangible revenue impact in the US within the traditional CS/order management unit. It also leads the Customer Experience team located in Trumbull, CT, comprised of 20-25 Customer Service Agents. In addition to directing all aspects of customer service operations, including Microsoft D365 CRM and phones, this role will drive dramatic improvements that will increase customer satisfaction and retention. The scope of this role includes CSI businesses including Commercial, Operations, Distributions, supporting functions, and key stakeholders.
Requirements
- Experience in customer experience transformation.
- Experience in driving efficiencies and revenue impact.
- Experience in managing a Customer Service team.
- Proficiency with Microsoft D365 CRM and phone systems.
- Ability to increase customer satisfaction and retention.
Responsibilities
- Strategic leadership driving customer experience transformation, efficiencies, and tangible revenue impact in the US within the traditional CS/order management unit.
- Lead the Customer Experience team located in Trumbull, CT, comprised of 20-25 Customer Service Agents.
- Direct all aspects of customer service operations, including Microsoft D365 CRM and phones.
- Drive dramatic improvements that will increase customer satisfaction and retention.
- Oversee CSI businesses including Commercial, Operations, Distributions, supporting functions, and key stakeholders.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
