MSH · 20 hours ago
Customer Experience Manager
Fort Lauderdale, FL
Full-time
Hybrid
Mid, Senior Level
$0/yr - $110K/yr
5+ years expMSH is seeking a CX Operations Manager who will oversee the operational aspects of their Customer Experience initiatives for the EMEA region. This role focuses on optimizing processes, systems, and tools to enhance customer satisfaction and drive continuous improvement within the organization.
Management Consulting
Hiring Manager
Sarnab Dam🖥️
Responsibilities
Partner on a regular basis with the CX & Renewals team to ensure operational excellence and manage customer expectations across the EMEA region
Develop and implement operational policies, procedures, and best practices
Oversee the integration and functionality of CX tools and systems to enhance efficiency
Proactively identify areas of improvement, implement solutions, and provide recommendations to leadership on solution rollout
Operate as a custodian of the customer journey and oversee cross-functional projects aimed at improving the renewals team’s ability to execute on orders
Foster a positive and collaborative team environment that encourages high performance and innovation
Provide training, development, and mentorship opportunities to enhance team skills and knowledge
Monitor, Report, and Recommend key performance indicators (KPIs) related to Renewals Team
Ensure that operational goals align with overall company objectives
Work closely with the VP of Global Revenue Operations and the SVP Customer Experience to execute on corporate strategy
Implement strategies to enhance customer satisfaction, loyalty, and retention
Qualification
Required
Bachelor's degree in business administration, operations management, or a related field
5+ years of experience in operations management, preferably within a customer experience or service-oriented environment
Proficiency in relevant tools and systems
Excel, PowerPoint, Microsoft Suite
Strong Analytical Skills
Curiosity and drive for operational improvement
Excellent communication and interpersonal skills
Preferred
Renewtrak – training provided if needed
Quote Wizard (internal tool) – training provided if needed
Company
MSH
Scale your team with high-quality, vetted professionals.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Carl Osterman
CTO
Landon Cortenbach, CPA, FMVA
Chief Financial Officer & CxO
Recent News
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