Manager, Customer Experience & Service

Position Summary

The position is responsible for managing and overseeing the customer service team, ensuring high performance and customer satisfaction. The position reports to the Head of Innovation and Experience; CHEMTREC Counsel.

Major Duties and Responsibilities

• Uses CX and Design Thinking to identify actions that drive positive customer perception and deliver demonstrable improvements in customer loyalty and growth.
• Works across Departments including sales, technology, and finance to implement both near-term and long-term solutions to customer challenges.
• Recognizes the drivers of compelling CX by tracking a portfolio of data points.
• Establishes and maintains a dynamic CX measurement system that enables both strategic and tactical decision-making.
• Updates and maintains a customer journey map, identifying pivotal moments to design and amplify both CX and brand results.
• Serves as CX lead within the Innovation & Experience Team, a task force reporting to the Chief Executive.
• Performs other duties as assigned.

Qualifications/Requirements

Required

• Bachelor's degree in a relevant field.
• Three years’ experience in Design Thinking and/or Customer Experience (CX) projects, with at least one year in a project leadership role.
• Ability to manage customer service teams.
• Deep knowledge of Customer Relationship Management (CRM) systems.
• Strong communication skills, both written and verbal.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Ability to track and interpret data to drive CX improvements.
• Proficiency in CRM systems and CX measurement tools.
• Exceptional organizational and multitasking skills.

Preferred

• Strong background in Customer Experience (CX) and Design Thinking, with a proven track record of both delivering changes to customer perceptions
• Experience in a call center or customer service department.