Senior Customer Experience Manager

The Senior Customer Experience Manager will lead the customer service strategy and execution, focusing on enhancing the experience of clients and candidates throughout the executive search lifecycle.

Requirements

• Develop and implement customer experience strategies aligned with company goals.
• Lead and mentor a team of customer service professionals, fostering a culture of excellence.
• Monitor performance metrics and KPIs to continuously improve service delivery.
• Collaborate closely with cross-functional teams including sales, delivery, and research to ensure seamless client and candidate experiences.
• Manage budgets, vendors, and resource allocation effectively.
• Establish and maintain policies and procedures in compliance with regulatory standards.
• Provide actionable insights and reports to senior leadership to inform decision-making.
• Identify risks and develop mitigation strategies to uphold service quality and protect company reputation.

Benefits

• Competitive compensation: $108,000–162,000 USD
• Opportunities for professional growth and leadership development
• Full medical coverage