Meridia Recruitment Solutions has partnered with the BF&M Group of Companies, a multinational insurance organization, on their search for a Customer Experience Manager to join their team.
The Customer Experience Manager is responsible for leading initiatives that enhance customer satisfaction, loyalty, and engagement. This role focuses on leveraging customer insights to improve key touchpoints and operational processes while collaborating across departments to ensure seamless customer journeys. Reporting to the Head of Customer Experience, the Customer Experience Manager plays a vital role in executing strategies that align with organizational objectives and customer expectations.
The Customer Experience Manager is responsible for leading initiatives that enhance customer satisfaction, loyalty, and engagement. This role focuses on leveraging customer insights to improve key touchpoints and operational processes while collaborating across departments to ensure seamless customer journeys. Reporting to the Head of Customer Experience, the Customer Experience Manager plays a vital role in executing strategies that align with organizational objectives and customer expectations.
KEY RESPONSIBILITIES:
• Implement Customer Experience strategies that align with organizational goals and customer insights.
• Advance the Customer Experience maturity
• Provide strategic guidance to cross-functional teams globally, embedding Customer Experience best practices into organizational processes.
• Present data-driven insights compellingly, clearly articulating customer needs supported by robust analysis.
• Drive customer experience improvement initiatives globally, addressing pain points and enhancing satisfaction along the customer journey.
• Oversee the day-to-day operations of the Customer Experience Team including gathering, analyzing, and reporting insights.
• Track key Customer Experience performance metrics such as NPS, CSAT, and retention, and provide actionable recommendations to link Customer Experience improvements to business outcomes.
• Measure and report on Customer Experience initiatives, emphasizing their impact on business success.
• Effectively question and challenge the status quo to identify opportunities for improvement.
• Balance customer experience initiatives with commercial objectives to drive tangible business outcomes.
• Navigate organizational complexities to achieve enhanced customer outcomes through effective collaboration.
QUALIFICATIONS INCLUDE:
• 5+ years of experience in a Customer Experience management role, with a proven track record of driving customer-focused strategies and initiatives.
• University degree in a related field (e.g., Data Analytics, Computer Sciences, Business, Marketing, or similar) or equivalent work experience
• Certified Customer Experience Professional (CCXP) preferred.
• Strong leadership and stakeholder management experience
• Expertise in managing organizational change initiatives, including stakeholder engagement and successful implementation of new processes.
• Strong understanding of business operations and how Customer Experience strategies impact business performance.
• Proficiency in Customer Experience frameworks and tools, such as journey mapping and Voice of Customer programs.
• Proficiency in Customer Experience management tools such as Qualtrics, Medallia, SurveyMonkey and/or CRM platforms.
• Excellent communication and storytelling skills; ability to translate complex data into actionable insights.
• Experience in UX research, including user interviews, usability testing, and journey mapping, is a plus.
• Strong interpersonal skills with the ability to build relationships and foster collaboration across departments.
• Adaptability to shift priorities, market trends, and customer needs, maintaining focus on results.
• Stay current on industry trends in customer experience, analytics, and digital tools.
Who we are:
At BF&M, great talent is at the core of our success across all jurisdictions in which we operate. Key programs are dedicated to appreciating and developing our people through training resources, performance reviews, bonus awards, sports and social events and various opportunities to share knowledge with colleagues from around the world. We strive to be an equal opportunity employer that is committed to diversity and inclusion in the workplace. We offer flexible working arrangements with a hybrid model of working in the office and at home.
To express interest in this opportunity, please click on the "Apply Now" button below.
For more information contact Brooke Ireland, Senior Consultant at 902-421-1214. If you require accommodation to participate in the recruitment process, please let Brooke know.
Meridia Recruitment Solutions connects leading organizations with top talent by building strong relationships and creating ideal matches with candidates because we are only successful when you are. We appreciate your interest in this opportunity.
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