Sr Customer Experience Manager

• Lead and transform a 50+ Customer Service team into a revenue-driven function.
• Design CX strategies to increase retention and expand U.S. accounts

Sobre nuestro cliente

U.S.-based industrial company with strong presence in industrial and technical markets. The organization is focused on delivering high-quality technical solutions and elevating the customer experience as a strategic growth driver.

Descripción

• Develop and execute a long-term Customer Experience strategy aligned with revenue growth and commercial objectives.
• Transform the Customer Service organization (50+ team members) into a more commercially driven function, promoting upselling, cross-selling, and proactive client engagement.
• Optimize end-to-end customer processes (including Order-to-Cash, billing, and dispute resolution) to reduce friction and enhance customer loyalty.
• Present data-driven insights and strategic proposals...