What are the responsibilities and job description for the CUSTOMER EXPERIENCE MANAGER position at NPAworldwide?
Customer Experience Manager
Location : Phoenix, AZ
About Us :
We are a leading design-build firm specializing in delivering complex and iconic building projects across North America. Our integrated approach combines architecture, engineering, and construction to provide seamless project delivery for our clients. We are committed to innovation, sustainability, and excellence in every project we undertake.
Position Overview :
We are seeking a dedicated and experienced Customer Experience (CX) Manager to join our team in Phoenix, AZ. The CX Manager will be responsible for enhancing client satisfaction and loyalty by overseeing all customer interactions and touchpoints. This role requires a strategic thinker with a passion for delivering exceptional customer service and the ability to collaborate across various departments to ensure a cohesive client experience.
Key Responsibilities :
Customer Journey Mapping : Analyze and map the customer journey to identify touchpoints and opportunities for enhancing the customer experience.
Feedback Management : Collect, analyze, and act on customer feedback through surveys, interviews, and other channels to continuously improve our services.
Support and Training : Oversee customer support and training initiatives, ensuring clients have access to the resources and assistance they need.
Issue Resolution : Collaborate with technical support and project teams to address and resolve client issues promptly and effectively.
Metrics and Reporting : Develop and monitor key performance indicators (KPIs) related to customer satisfaction and retention, reporting findings to senior management.
Process Improvement : Identify and implement improvements to enhance efficiency and effectiveness in customer support and service delivery.
Team Leadership : Lead and mentor the customer experience team, providing guidance, support, and professional development opportunities.
