Customer Experience Team Lead

We are a leading marketing company and we are looking for a passionate Customer Experience Team Lead to join us and lead the customer journey to the top!

Responsibilities:

• Setting work processes while improving the customer journey and customer experience focusing B2C.
• conduct daily/monthly data analysis and examine employees' work to comply with departmental kpis.
• Building supporting evaluation processes for customer needs.
• Defining and implementing the company’s customer experience.
• Develop and implement comprehensive onboarding strategies for new clients, ensuring a seamless and positive experience.
• Lead and manage day-to-day operations, optimizing processes for maximum efficiency and effectiveness.
• Cultivate strong relationships with clients, understanding their needs and ensuring that service offerings meet or exceed expectations.
• Collaborate with cross-functional teams to streamline onboarding processes and enhance overall operational performance.
• Oversee the delivery of high-quality services to clients, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Identify opportunities for service improvement and implement corrective actions as needed.

Requirements:

• 4+ years of experience in onboarding, service delivery, or Customer Experience management.
• Proven track record of successfully leading teams and improving operational processes.
• Strong problem-solving abilities and attention to detail.
• Experience managing business processes and customer management, preferably managing the customer experience