Customer Experience Manager

Role Description The Customer Experience Manager at Fórmula Industrial is a part-time, remote role focused on shaping and improving the end-to-end experience of customers across all touchpoints. This position involves monitoring customer feedback, identifying pain points, and designing solutions that enhance satisfaction and loyalty. The individual will collaborate with cross-functional teams to implement customer-centric processes, establish service standards, and ensure consistent communication. Daily tasks include analyzing customer data and metrics, managing escalation cases, preparing reports on customer experience performance, and recommending actionable improvements. The role also includes developing best practices for customer interactions and supporting training efforts to align team members with customer experience goals.

Qualifications

• Strong background in Customer Experience and Customer Satisfaction, with the ability to design and optimize customer journeys.
• Proficient Analytical Skills to interpret customer data, identify trends, and generate insights that inform decision-making.
• Excellent Communication and Customer Service skills to manage customer interactions and collaborate effectively with internal teams.
• Experience with customer feedback tools, CRM systems, or support platforms is highly beneficial.
• Ability to work independently in a remote environment, manage multiple priorities, and meet deadlines in a part-time capacity.
• Relevant experience in customer-facing roles, preferably in industrial, manufacturing, or B2B environments.
• Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent professional experience.