Sr Manager Integrated Customer Experience
3 days ago
About the Role:
We are seeking a highly experienced Sr Manager to lead our Integrated Customer Experience (ICX) team. As a key member of our organization, you will drive initiatives and changes that take us to delivering proactive, personalized, and effortless customer experiences.
Your Key Responsibilities:
- Lead a team across customer support and sales to deliver high-class ICX through OKRs & KPIs.
- Leverage advanced technologies, predictive customer data analytics, and qualitative research to identify customer patterns, trends, and individual preferences.
- Drive management with a more rigorous, focused, and metrics-driven approach to streamline processes, increase productivity, and manage outcomes.
- Improve cost efficiency across various agent teams through assessment of current processes, workforce management, and use of technology.
- Manage a team of Adobe Vendor Managers to deliver day-to-day operations across a wide group of areas.
- Manage the relationship and operations of service delivery vendor partners.
- Deliver key customer market insights and find innovative ways to drive improvements across the global Customer Experience team.
- Collaborate with stakeholders to design and agree on service protection strategies.
Your Qualifications:
- Over 5 years of regional experience in customer-facing roles, managing teams of 100+ managers and agents.
- Experience in technical support, sales as a service, or vendor management, preferably in technology or a related industry.
- Experience reviewing or driving financial goals.
- Experience in contact centre WFM, workflows, processes, and real-time technologies.
- Proven ability to gather, integrate, and interpret data, utilizing analytical tools to identify improvements.
- Ability to tailor complex information to the right level for an audience.
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