Customer Experience Quality Manager

Job Description

As our Customer Experience (CX) Manager, you will be the strategic architect responsible for bridging the gap between customer expectations and organizational execution. You will oversee the end-to-end framework for capturing the Voice of the Customer (VoC), measuring service quality, and leveraging data to drive cross-functional process improvements across all business units.

Qualifications

To be successful in this role, you must possess deep structural discipline in the following areas:

• Service Quality Frameworks (e.g., SERVQUAL): Advanced capability in establishing, measuring, and implementing metrics that impact service quality for both internal and external stakeholders. You should be highly skilled at analyzing the gaps between customer expectations and actual service delivery across online and offline touchpoints.

• CRM & CX Technology Architecture: Deep discipline in leveraging CRM technologies and CXM platforms to optimize efficiency, track customer trends, and ensure meticulous documentation of customer queries, complaints, and compliments. You will actively evaluate and suggest new systems and tools to improve our operational delivery.

• Business Process Management (BPM) & QMS: Proven discipline in discovering, modeling, analyzing, and automating business processes. You will be expected to integrate Quality Management System (QMS) requirements into daily workflows and apply risk-based thinking to drive continuous improvement.

• Data-Driven Mindset & Storytelling: An advanced analytical ability to turn raw customer data into actionable insights. More importantly, you must have the communication discipline to align cross-functional leaders (Sales, Marketing, Production, IT) and influence a customer-centric cultural shift.

Leadership: At least 5 years of experience in a Managerial Leadership role. They must have a proven track record of managing team performance (such as leading assistant managers or data supervisors).

Additional Information

Answer these initial questions:

1. Describe a time when you used a service quality framework (such as SERVQUAL or VoC) to identify a core customer pain point, and explain how you mapped or automated a business process to fix it permanently.

2. “Which CRM or Customer Experience Management (CXM) platforms have you successfully evaluated, implemented, or optimized to track omnichannel customer touchpoints?

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