Connect Caribé is a pioneering maritime ferry service dedicated to enhancing connectivity and fostering economic growth across the Caribbean region, providing seamless travel and trade solutions for both passengers and cargo.

 

JOB DESCRIPTION

 

Position Summary

The Customer Experience Manager is dedicated to orchestrating and enhancing the interactions between a company and its customers across various touchpoints. Responsible for understanding customer needs, expectations, and perceptions, with the goal of fostering positive experiences that build loyalty and drive business success while leveraging insights from customer feedback, data analytics, and market trends to inform strategies that ensure a seamless and satisfying journey for every customer. As champions of the customer's voice, Customer Experience Manager will play a strategic role in shaping company policies, aligning cross-functional teams, and ultimately, championing a customer-centric culture within the organization. 

 

Essential Duties and Responsibilities

• Champion opportunities to consistently improve the brand experience

• Understand each customer persona and their specific needs, defining a customer segmentation model

• Establish communication mediums lines between customers and the company to ensure a smooth customer experience

• Developing and implementing customer experience strategies and initiatives

• Analyzing customer feedback and data to identify improvement opportunities

• Ensuring consistent and positive customer interactions across all touchpoints

• Collaborating with cross-functional teams to enhance customer satisfaction

• Monitoring customer metrics and reporting on CX performance

• Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels

• Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience

• Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives

• Designing and implementing customer service standards and guidelines to ensure consistent

• Exceptional service delivery for building customer relations

• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization

• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders

• Supervise the Customer Care/Experience Department

• Perform other job-related duties as needed

 

Required Qualifications and Skills

• Have excellent written and communication skills

• Be a confident decision maker, and open to testing and learning for better customer outcomes

• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software

• Familiarity with project management principles and practices

• Analysing customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance the customer journey

• Customer service skills 

• Leadership abilities 

• Emotional intelligence 

 

Education and Experience Requirements

• A minimum of a Bachelor’s degree in business administration, marketing, business management, communications, or a related field is beneficial but not required (a Master’s degree is preferred)

• Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning

• 3-5 years of experience in customer service, customer experience management, or a related field

• Proven experience implementing new customer experience processes and standards