Customer Experience Manager

Role Overview

Mississippi Christian University is looking for a strategic and customer-oriented Customer Experience Manager to spearhead initiatives aimed at boosting customer satisfaction, loyalty, and engagement throughout all interactions. The role involves crafting and executing strategies to enhance customer journeys and collaborating across departments to ensure exceptional service aligned with organizational goals and brand principles.

Key Responsibilities

• Design and implement customer experience strategies that support business objectives.
• Analyze and optimize comprehensive customer journeys across multiple platforms.
• Manage Voice of Customer (VoC) programs and customer feedback processes.
• Track and interpret customer satisfaction metrics such as CSAT, NPS, CES, and retention figures.
• Identify and act on opportunities for service improvements through customer insights and data analysis.
• Work closely with sales, marketing, operations, product development, and customer support teams.
• Develop and uphold customer service standards, policies, and best practices.
• Lead initiatives for customer experience enhancement and business transformation.
• Address complex customer issues while implementing strategies to prevent recurrence.
• Analyze customer behaviors, trends, and feedback for informed strategic decisions.
• Prepare customer experience performance reports, dashboards, and executive presentations.
• Oversee CRM systems management and ensure the accuracy of customer data.
• Coach, develop, and lead customer experience and service teams.
• Foster a strong customer-first culture throughout the organization.
• Stay updated on industry trends, emerging technologies, and best practices in customer experience.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality, Management, or related disciplines.
• In-depth understanding of customer experience management, journey mapping, and service excellence.
• Experience with CRM systems such as Salesforce, Microsoft Dynamics 365, HubSpot, Zendesk, or equivalent.
• Knowledge of customer analytics, VoC programs, and feedback platforms.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication, presentation skills, and stakeholder engagement capabilities.
• Proven experience leading cross-functional, customer-centric initiatives.
• Proficiency in Microsoft Office Suite, Power BI, Excel, and other reporting tools.
• Robust project management and organizational skills.
• Meticulous attention to detail with a customer-focused approach.
• Ability to juggle multiple priorities effectively in a dynamic work environment.
• Leadership qualities including team coaching and development.
• Commitment to ongoing improvement and innovation in service delivery.
• Professionalism, adaptability, and strong passion for delivering outstanding customer experiences.