Customer Experience Manager

POSITION SUMMARY:
The Customer Experience Manager is responsible for leading and optimising the end-to-end customer journey across service delivery, training, pricing integrity, and project quoting. This role ensures a seamless, efficient, and value-driven customer experience while supporting sales growth, margin optimisation, and operational excellence.


The role integrates commercial acumen with customer-centric leadership to strengthen customer retention, drive revenue growth, and improve process performance.


PRINCIPAL RESPONSIBILITIES AND DUTIES:


Customer Service Leadership

+ Lead, coach and develop the Customer Service team to deliver exceptional service standards.

+ Establish and monitor KPIs including response times, resolution rates, customer satisfaction and service quality.

+ Oversee order processing, customer enquiries, complaints handling and after-sales support.

+ Identify and implement ...

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