Overview

We are looking for an experienced Customer Experience Manager to lead and enhance the customer experience across our B2B clients and agency partners. This role is responsible for managing the support team, improving service quality, optimizing operational processes, and ensuring that every customer interaction is aligned with business objectives and delivers a consistent, high-quality experience.

The ideal candidate will have strong experience in B2B customer support or customer experience management, with the ability to analyze performance data, identify process gaps, improve customer journeys, and collaborate closely with business and cross-functional teams to increase customer satisfaction, loyalty, and operational efficiency.

Responsibilities

• Lead, manage, and develop the customer support/customer experience team serving B2B clients and agencies.
• Monitor key customer experience and operational KPIs, including SLA, response time, resolution quality, customer satisfaction, and service efficiency.
• Report performance insights, challenges, and improvement opportunities to senior management on a regular basis.
• Align customer experience operations with B2B business strategies in collaboration with the B2B Business Line Manager and other stakeholders.
• Handle critical customer situations and ensure timely, professional, and effective resolution of client and agency issues.
• Identify gaps in customer journeys, service processes, and operational workflows, and implement improvement initiatives.
• Optimize support and service processes to improve response times, issue resolution, customer satisfaction, and overall experience quality.
• Plan and supervise training, coaching, and professional development programs for the team.
• Participate in hiring, onboarding, performance reviews, and development plans for team members.
• Represent the customer experience team in cross-functional meetings and communicate customer insights, feedback, and operational needs to relevant teams.
• Work closely with sales, product, operations, and business teams to ensure customer feedback is translated into actionable improvements.
• Promote a culture of customer-centricity, feedback, teamwork, ownership, accountability, and continuous improvement.
• Support the implementation and effective use of CRM, ticketing, reporting, and AI-enabled tools to improve customer experience and operational visibility.

Requirements

• Minimum 5 years of experience managing customer support, customer experience, or service teams, preferably in B2B environments.
• Bachelor’s degree in Management, Industrial Engineering, Business Administration, MBA, Project Management, or related fields preferred.
• Strong understanding of customer experience principles, B2B support models, service operations, and process design.
• Proven ability to monitor, analyze, and improve operational and customer experience KPIs.
• Proficiency in CRM, reporting, and ticketing tools used in customer support or customer experience operations.
• Advanced Excel skills and strong ability to analyze operational and customer data.
• Strong leadership, people management, coaching, and team-building skills.
• Excellent communication, negotiation, stakeholder management, and feedback-giving abilities.
• High emotional intelligence, empathy, accountability, problem-solving mindset, and creativity.
• Ability to manage critical situations, prioritize effectively, and make data-driven decisions.
• Familiarity with AI tools, automation opportunities, and business/financial intelligence concepts is a plus.