Customer Experience Manager

NetherlandsFull Timemid

Customer Experience ManagerCustomer

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Quick Summary

Key Responsibilities

Maintain and improve performance against all CX KPIs at site level - interactions, quality, wait times, and email response. Create a site envir

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Customer Experience ManagerCustomer

About the role:
As CX Manager, you will be the senior operational presence on the ground at your Arcavindi CX site. This is a newly created role that sits at the heart of how we scale our European operation. You will own site performance, lead a team of Team Leaders, drive quality and customer satisfaction, and build the kind of environment where people do their best work.

This role is all about ownership, consistency, and impact. You will be responsible for everything that happens at your site - from the daily numbers to the morale of your team - and you will work closely with the Head of CX EU to shape how the department grows.

Getting Started...

Learn our systems, tools, markets, and the way the CX operation runs day to day.
Build strong working relationships with your Team Leaders, agents, and key stakeholders across the business.
Understand your site's performance baseline and identify the most important areas to focus on first.

Establishing Your Impact...

Take full ownership of daily site performance - contact handling, quality, attendance, and team output.
Work with Team Leaders to raise the consistency and standard of people management across the site.
Get close to the mood and wellbeing of your team, and act on what you find.

Driving Excellence...

Anticipate problems before they escalate and drive the actions needed to fix root causes, not symptoms.
Contribute to cross-site planning, hiring, and the department's growth alongside the Head of CX EU.
Build a site culture where performance, care, and continuous improvement go hand in hand.

Key Goals and Objectives:

Maintain and improve performance against all CX KPIs at site level - interactions, quality, wait times, and email response.
Create a site environment where agents feel supported, heard, and motivated to perform at their best.
Work with the QA Lead to act on quality findings and drive down customer dissatisfaction at site level.
Develop Team Leaders who grow in confidence and capability over time, and progressively take on more ownership.
Contribute proactively to hiring, workforce planning, and operational improvement across the department.