Customer Experience Senior Manager

Purpose of the role

The Customer Experience Senior Manager is responsible for enhancing customer satisfaction and loyalty by overseeing and optimizing the end-to-end customer journey across all customer touchpoints. This includes developing and implementing strategies to improve customer satisfaction across both physical and digital channels. 

The role owns the customer experience development roadmap and drives cross-functional initiatives that improve customer satisfaction, operational efficiency, and business performance. The Customer Experience Senior Manager ensures a consistently high level of customer experience through data-driven decision-making, stakeholder collaboration, and continuous improvement. 

Responsibilities

• Customer Satisfaction Enhancement: Develop and implement strategies to improve customer satisfaction, loyalty, and service quality across all customer touchpoints and journey stages.  
• Experience Optimization: Oversee and continuously optimize the end-to-end customer experience to ensure consistency, efficiency, and service excellence.  
• Development Roadmap Execution: Drive the planning, prioritization, and execution of the customer experience development roadmap.  
• Performance Monitoring: Define, monitor, and manage KPIs to measure and improve customer experience and service performance.  
• Feedback Utilization: Analyse customer feedback and insights to identify improvement opportunities and implement corrective actions.  
• Team Leadership: Lead, coach, and develop a team dedicated to delivering exceptional customer experiences.  
• Drive digital customer experience and process improvement initiatives, partnering with technology and business teams to enhance customer engagement, self-service capabilities, and operational efficiency. 
• Stakeholder Collaboration: Collaborate with internal and external stakeholders to align customer experience initiatives with business objectives.  
• Continuous Improvement: Monitor industry trends and best practices to identify opportunities for continuous service improvement.  
• Member of Crisis Management Center (CMC). 

Experience

• 5-7+ years of overall professional experience, including 3+ years in a customer experience or similar management role with people management responsibilities. 
• Proven track record of successfully leading complex cross-functional projects. 

Hard skills

Strong analytical mindset, ability to understand financial and performance data and utilize MS Office proficiently to distill insights. 

Education

Bachelor’s or Master’s degree, preferably in a Commercial, Aviation, or Marketing field. 

Language

Fluent English (both written and spoken) 

Skills and competencies

• Excellent people and management skills to interact with partners, colleagues, and cross-functional teams. 
• Strong analytical skills. 
• Ambitious with a determination to see plans through. 
• Ability to manage and prioritize tasks effectively under pressure.