Cx Shared Services Senior Manager

**Global CX Shared Services Senior Manager**

Customer Experience is the experience with the brand by the customer and to be a well-loved digital-first furniture brand, it is key that the Castlery Customer Experience (CX) team bridges every touchpoint between Castlery and the customer, whether it's through a physical store, an online shopping cart or any other touch point where one interacts with Castlery. Our role is to ensure that customer experience is engaging, efficient, and effective to continuously drive towards long-lasting customer satisfaction and loyalty, creating promoters in our community for business sustainability.

As a CX Shared Services Senior Manager, you are responsible for designing and ensuring a positive experience for our customers through strong collaboration with the CX Operations Managers, CX Shared Services and cross functional teams. Through deep understanding of each customer and their specific needs, you will develop and implement CX strategies alongside with the team and instil best practices in project management.

To be successful in this role, you must have excellent communication, interpersonal, and customer service skills. You must be able to think strategically and influence decisions that will improve the overall customer experience.

**Responsibilities include**:

- Constantly review performance against key performance indicators and be connected to the listening points in the customer journey to identify opportunities for continuous improvement
- Analyze data to identify trends in customer needs and complaints
- Engage constructively and drive accountability with CX Ops Managers on findings in relation to KPIs and customers' feedback to address existing issues and mitigate future occurrences.
- Champion opportunities across stakeholders in sales, marketing, customer service, product, tech and leadership team to continuously drive customer satisfaction and loyalty
- Developing strategies for use of processes, tools and resources to deliver improved customer experiences.
- Lead or mentor team in project implementation

**Requirements include**:

- 5+ years experience in customer service, customer experience, or similar role
- Proven track record of designing and implementing successful customer experience strategies
- Highly analytical with experience using data to drive decision-making
- Strong project management and organizational skills
- Excellent communication, presentation, and writing skills
- Very good proficiency in MS Office suite is essential
- Experience working in a fast-paced, high-growth environment
- Experience with customer experience software and platforms, such as Zendesk, Salesforce, etc.

**What we promise**

**Our first promise - the ride of a lifetime**

You'll be joining a company in its most exciting phase; we've proven our product market fit, and with the growing online penetration of furniture, we're now focused on hypergrowth. You'll have a front-row seat in witnessing the growth of our customer-base and organisation at a global-level.

**Our second promise - a place to thrive**

We're building a company that has people as one of the company's core pillars for success. It's our mandate to help every employee perform to their highest potential so that they can do the very best work of their lives here, at Castlery.

We're committed to our employees' growth, and continuously strive to ensure our employees are set up for success through their journey, starting with an excellent onboarding experience, and carrying over into emphasis on personal and professional development

Castlery strives to maintain a psychologically safe, transparent, and flexible work environment to enable our people can perform at their best level and believes in partnering our employees to raise that level as they grow with us.