Customer Experience Manager

We are seeking a VIP Customer Experience Manager to lead and elevate the experience of our strategic and top-tier VIP customers.

This role is responsible for ensuring premium service governance, executive visibility, proactive engagement, and long-term retention of high-value accounts.

You will act as the key interface between VIP customers and senior leadership, driving satisfaction, service excellence, and commercial alignment.

Key Responsibilities

• Own and govern the overall VIP customer experience framework
• Lead and mentor VIP Customer Experience specialists
• Conduct periodic VIP health reviews (on-site visits & executive calls)
• Manage and coordinate executive-level escalations
• Drive proactive engagement and retention strategies
• Provide actionable VIP insights and reporting to CX leadership
• Align closely with Sales, Operations, and Technical teams to ensure seamless delivery

Success Metrics

• VIP Retention Rate
• VIP CSAT / NPS
• Escalation Resolution & Turnaround Time
• Customer Health Score Improvement

What We're Looking For

• Bachelor's degree in IT, Engineering, or related field
• Experience managing strategic / enterprise / VIP accounts
• Strong governance and analytical mindset
• Solid understanding of sales cycles and commercial dynamics
• Excellent executive-level communication and stakeholder management skills
• Ability to handle high-pressure escalations with professionalism

Ideal Background

• Experience in Telecom, Managed Services, IT Services, or Enterprise Solutions
• Strong exposure to enterprise customer lifecycle management
• Proven track record in retention and executive engagement

Why Join Us?

At NourNet, you will play a strategic role in shaping the experience of our most valuable customers while working closely with executive leadership in a high-impact environment.