Customer Experience Team Lead
We are seeking a seasoned Customer Experience Team Lead to oversee the delivery of exceptional service to our valued clients. This role requires a natural leader with outstanding communication and interpersonal skills.
* Leadership Role:
o Direct customer-facing presence through active team engagement, regular feedback sessions, and joint problem-solving initiatives.
* Servicing Excellence:
o Oversight and coordination of quality control procedures ensuring seamless operations across all departments.
o Development and implementation of strategic training programs tailored to meet organizational goals and objectives.
* Business Analysis:
o Analyzing sales data and market trends to drive product development and optimize operational performance.
o Capturing insights from customer reactions to enhance services and implement targeted marketing strategies.
* Talent Development:
o Mentoring and coaching direct reports on leadership skills, staff management techniques, and best practices in business growth.
* Process Management:
o Evaluation and improvement of databases for accuracy and completeness, including debt management systems and process controls.
o Creation and maintenance of records, data tracking, and status updates for effective decision-making.
* Strategic Planning:
o Leading cross-functional teams to develop innovative merchandising strategies that drive revenue and engage customers.
* Operations Management:
o Maintaining high-quality standards by implementing checklists, data recording, and query resolution protocols.