Customer Experience Manager

Somewhere

  • South Africa
  • Permanent
  • Full-time
  • 1 month ago
Customer Experience Manager (Remote) 2 x RolesLocation: LATAM | South AfricaHours: Full-time, 9am – 6pm (Staggered schedule: One person Mon-Fri, another Thu-Mon (or Tue-Sun) Start date: 1 September 2025About the RoleWe are seeking a highly organized, client-focused Customer Experience Manager to lead the post-sale customer journey while supporting executive leadership and internal operations. This dual role is critical to delivering a smooth and exceptional client experience while ensuring team-wide alignment and operational efficiency.Key ResponsibilitiesCustomer Experience
  • Act as the main point of contact for clients from the point of sale through project completion
  • Maintain proactive communication throughout pre-construction, in-progress, and post-project phases
  • Ensure high levels of client satisfaction through:
  • Driving 40%+ 5-star customer reviews
  • Maintaining a Net Promoter Score (NPS) of 88% or higher
  • Managing and resolving any client escalations quickly and professionally
  • Act as the “grandmotherly” primary advocate for the customer, embodying a supportive and attentive presence that builds lasting trust and loyalty.
Administrative Operations
  • Coordinate project scheduling and color selection
  • Collect and organize weekly feedback from Field Supervisors and Project Managers
  • Ensure all administrative documentation is current, organized, and accurate
Warranty & Callbacks
  • Assist in scheduling and managing updates for the warranty technician
  • Oversee the warranty process to ensure:
  • Fewer than 15 active warranties at any time
  • Resolution of backlogs within two weeks
  • Urgent “Code RED” service issues are handled swiftly and effectively
Production Team Support
  • Support the Director of Production with internal scheduling and team communications
  • Help maintain a rolling 4-week production schedule
  • Facilitate process alignment and cross-team communication
Executive Assistance
  • Provide daily and weekly administrative support to executive leadership
  • Assist in tracking and completing key tasks, reports, and executive priorities
Success Metrics
  • 40%+ of clients leave 5-star reviews
  • NPS score of 88%+ maintained consistently
  • Warranty backlog stays under 2 weeks with fewer than 15 active cases
  • Timely completion of all client-facing, administrative, and executive tasks
Qualifications
  • 3+ years of experience in customer service, project coordination, or operations
  • Background in hospitality is prefered
  • Strong written and verbal communication skills
  • Highly organized, detail-oriented, and proactive
  • Comfortable using project management and CRM tools (e.g., Trello, Asana, HubSpot, etc.)
  • Ability to multitask and work independently in a remote environment
  • Experience supporting senior leadership is a plus
  • Experience in hospitality is a plus
Why Join This Opportunity
  • Be part of a fast-paced, high-performance team focused on delivering exceptional service
  • Make a direct impact on customer satisfaction and internal efficiency
  • Enjoy the flexibility of remote work with clear responsibilities and measurable outcomes

Somewhere