Customer Experience Manager

About the role

We are seeking an experienced Customer Experience Manager to lead a high‑volume, multi‑channel support operation. The role oversees phone, email and chat services, drives exceptional service standards and builds a motivated, high‑performing team in a fast‑paced environment.

Key responsibilities

• Lead, mentor and develop supervisors and representatives across on‑shore and off‑shore teams.
• Drive performance through coaching, KPI management and regular reviews.
• Handle complex escalations, ensuring timely and professional resolution.
• Monitor and analyse service metrics to identify trends and improve operations.
• Optimise staffing, scheduling, workflows and processes for efficiency.
• Develop, implement and maintain Standard Operating Procedures (SOPs).
• Collaborate with cross‑functional teams to deliver seamless customer experiences.
• Support onboarding, training and continuous development of the team.
• Identify opportunities to automate workflows and enhance service delivery.
• Foster a culture of accountability, collaboration and continuous improvement.

Required profile

• Minimum 5 years of leadership experience in Customer Service, Contact Centre or Customer Experience.
• Proven track record managing teams of 20 + employees in a multi‑channel environment.
• Strong analytical ability with experience tracking KPIs and driving performance improvements.
• Excellent written and verbal communication skills in English.

Required skills

• Proficiency with CRM systems.
• Experience using ERP platforms.
• Familiarity with customer ticketing systems.