Client Experience Manager

OBJECTIVE

The Client Experience Manager is responsible of overseeing the daily operations of the Client Experience (CX) departments locally to execute a best-in-class service experience for our Customers and Distributors.

RESPONSIBILITIES

1. Manage (define, measure, analyze, improve and control) the daily front-office and back-office workflows of the CX departments to ensure service level agreements (SLA’s) are met.
2. Manage performance of CX staff and provide constructive and timely performance evaluations.
3. Collaborate with WFM and HR teams to calculate and maintain required staffing levels.
4. Collaborate with the Training and Quality Assurance team to design and deploy comprehensive programs for onboarding and enhancing the skills of both new recruits and seasoned staff.
5. Implement and lead an ongoing employee motivation and engagement plan that conveys the values and culture of Hy Cite while making a great employee experience.
6. Lead by the example and handle discipline and termination of employees in accordance with company policy.
7. Demonstrate a strong command of the technology tools and systems available to the department to streamline processes and enhance efficiency.
8. Evaluate, develop, implement and execute operating policies and procedures to elevate the service experience in alignment with our premium brand positioning, utilizing the RBI (Rapid Business Improvement) methodology for continuous enhancement.
9. Resolve client issues that are escalated quickly and efficiently with a white-glove service approach through effective communication with customers, distributors, and other departments.
10. Actively participate in and facilitate distributor events as necessary.
11. Methodically record, assess, and analyze client feedback, employing the Plan-Do-Check-Act approach for continuous improvement initiatives.
12. Draft, implement and control the department’s budget.
13. Understand and adhere to legal/compliance standards included in corporate policies and accept ownership for accomplishing existing tasks that fulfill legal/compliance requirements. Report compliance violations when identified.

REQUIRED DEGREE: Bachelor degree from an accredited 4 year org/university. A master’s degree in business administration or a related field is highly desirable.

EXPERIENCE: 5 to 10 years of exp. Previous experience in Customer Service/Success operations is essential.

SKILLS AND KNOWLEDGE:

• Fluency in Portuguese, Spanish and English is a mandatory requirement.
• Excellent verbal, written and interpersonal communication skills including active listening.
• Outstanding multi-cultural customer service skills, empathy, and dedication to providing an exceptional customer experience.
• Proficient in Microsoft Office suite and related software. PowerBI is a plus.
• Technology skills, omnichannel contact center and customer (CRM, ticketing, etc.) software management
• Quality Assurance and WFM.
• Thorough understanding of customers, products, services, policies, and procedures of the department.
• Organized with attention to detail.
• Excellent analytical, logical thinking, and problem-solving skills.
• Business process improvement.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Ability to coach and mentor customer service staff.
• Conflict and change management.