At Gettin, we are looking for a senior customer experience manager to join an experienced team of customer experience management team at EMEA level.As a Customer Experience Manager, you will be responsible for developing and implementing strategies to improve customer satisfaction, retention, and loyalty of a SAAS platform. You will oversee customer service operations, analyze customer feedback, and work cross-functionally to ensure a seamless and positive customer experience. The ideal candidate is customer-focused, data-driven, and has a strong background in customer service management.Key Responsibilities:Develop and execute a comprehensive customer experience strategy that aligns with the company's goals and objectives.Identify opportunities to improve the customer journey and enhance customer satisfaction.Collect and analyze customer feedback from various channels, including surveys, reviews, and direct interactions.Use customer insights to drive continuous improvement initiatives and inform business decisions.Oversee the customer service team, ensuring they provide exceptional support and resolve issues promptly and effectively.Develop and implement training programs to enhance the skills and performance of customer service representatives.Work closely with product, marketing, sales, and other teams to ensure a cohesive and positive customer experience across all touchpoints.Advocate for the customer within the organization, ensuring their needs and feedback are prioritized in decision-making processes.Define and track key performance indicators (KPIs) related to customer experience and satisfaction.Regularly report on customer experience metrics and provide actionable insights to senior management.Develop and implement strategies to increase customer retention and loyalty.Create and manage customer loyalty programs that reward and engage customers.Qualifications:Bachelor's degree in Business, Marketing, or a related field; advanced degree preferred.5+ years of experience in customer experience with SAAS B2B products.Proven track record of improving customer satisfaction and loyalty.Strong analytical skills with the ability to interpret data and derive actionable insights.Excellent communication and interpersonal skills.Experience managing and leading a team.Familiarity with customer experience tools and platforms (e.G., CRM software, survey tools).Ability to work cross-functionally and influence stakeholders at all levels.Why Join Us:Opportunity to work with a talented and passionate team.Dynamic and inclusive company culture.Competitive salary and benefits package.Career growth and development opportunities.Job Type: Full-timeWork Location: In person#J-18808-Ljbffr
