Customer Experience Lead

· Lead customer experience improvement initiatives across the business.

· Monitor customer satisfaction, feedback, complaints, and service performance.

· Manage and improve the end-to-end customer journey.

· Identify customer pain points and coordinate corrective actions.

· Oversee resolution of escalated customer complaints and service issues.

· Develop and monitor customer experience KPIs, including CSAT, NPS, and complaint resolution.

· Work closely with Sales, Service, Operations, Finance, Marketing, and other departments to improve customer service.

· Prepare customer experience reports, dashboards, and management insights.

· Train and coach customer-facing teams on customer service and experience standards.

Drive continuous improvement and promote a customer-first culture

· Bachelor’s degree in Business Administration, Marketing, Communications, Customer Experience, or a related field.

Professional training in Customer Experience or Customer Service is an added advantage

· 3–5 years’ experience in customer experience, customer relations, customer service, client management, or a related role.

· Proven experience in customer feedback management, complaint resolution, service improvement, and customer satisfaction measurement.

· Experience using CRM systems and analysing customer data.

· Experience in a retail, automotive, motorcycle, or other customer-facing environment is an added advantage.