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Key Responsibilities
• Own and drive the overall customer experience strategy across all touchpoints
• Design and implement premium service standards tailored for VIP and corporate clients
• Lead and develop customer experience and service teams to deliver consistently high performance
• Act as the final escalation point for critical and sensitive client cases, ensuring structured and timely resolution
• Build and maintain strong relationships with key clients and strategic partners
• Map, monitor, and continuously optimize customer journeys to eliminate service gaps
• Drive cross-functional alignment between operations, commercial, and customer service teams
• Establish and track CX KPIs (NPS, CSAT, retention, service quality) and lead improvement initiatives
• Implement structured feedback loops and post-service follow-ups to enhance satisfaction and loyalty
• Identify opportunities to grow existing accounts in collaboration with the commercial team
Qualifications
• 2-6 years of experience in Customer Experience, Customer Service, or Operations
• Proven leadership experience managing and scaling teams
• Experience handling VIP clients or high-value accounts
• Excellent problem-solving and decision-making skills under pressure
• Strong analytical mindset with experience in CX metrics and reporting
• Exceptional communication and stakeholder management skills
