Customer Intelligence & Service Excellence Manager

We are looking for an experienced Customer Intelligence & Service Excellence Manager to lead customer experience initiatives, Voice of Customer (VoC) programs, and service excellence standards across a multi-location organization.

Key Responsibilities:

• Lead the Voice of Customer (VOC) program and customer feedback strategy.
• Analyze customer insights, sentiment, complaints, and feedback to drive business improvements.
• Design and improve customer care processes, service recovery frameworks, and escalation procedures.
• Build and monitor CX metrics including NPS, CSAT, complaint resolution, and service performance.
• Partner with Operations, Marketing, Digital, HR, and other stakeholders to enhance the customer journey.
• Lead customer care teams and foster a customer-centric culture across the organization.
• Prepare executive reports and actionable recommendations for senior leadership.

Requirements:

• 5+ years of experience in Customer Experience, Customer Intelligence, Service Excellence, VoC, or Customer Care.
• 3+ years of team management experience.
• Strong background in customer insights, process improvement, and service quality.
• Experience with CRM platforms and customer feedback tools.
• Strong analytical, communication, and stakeholder management skills.
• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.