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Description

We are looking for a Customer Experience Lead to drive customer satisfaction, loyalty, and service excellence across the organization. The successful candidate will lead initiatives that improve the customer journey, analyse customer feedback, resolve service gaps, and promote a strong customer-centric culture across all customer touchpoints.

Key Duties & Responsibilities

•  Lead customer experience improvement initiatives across the business.
• Monitor customer satisfaction, feedback, complaints, and service performance.
• Manage and improve the end-to-end customer journey.
• Identify customer pain points and coordinate corrective actions.
• Oversee resolution of escalated customer complaints and service issues.
• Develop and monitor customer experience KPIs, including CSAT, NPS, and complaint resolution.
• Work closely with Sales, Service, Operations, Finance, Marketing, and other departments to improve customer service.
• Prepare customer experience reports, dashboards, and management insights.
• Train and coach customer-facing teams on customer service and experience standards.
• Drive continuous improvement and promote a customer-first culture

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, Customer Experience, or a related field.
• Professional training in Customer Experience or Customer Service is an added advantage
• 3–5 years’ experience in customer experience, customer relations, customer service, client management, or a related role.
• Proven experience in customer feedback management, complaint resolution, service improvement, and customer satisfaction measurement.
• Experience using CRM systems and analysing customer data.
• Experience in a retail, automotive, motorcycle, or other customer-facing environment is an added advantage.

Others/Extra Details

• Excellent communication and interpersonal skills.
• Strong customer-centric mindset.
• Analytical and problem-solving skills.
• Strong complaint and conflict-resolution skills.
• Leadership and stakeholder-management skills.
• Customer journey and service improvement skills.
• Proficiency in CRM systems and Microsoft Office.
• Ability to analyse data and develop actionable insights.
• High emotional intelligence, empathy, accountability, and attention to detail