Customer Intelligence & Service Excellence Manager

About the role

We are seeking an experienced Customer Intelligence & Service Excellence Manager to lead Voice of Customer (VoC) initiatives and elevate service standards across a multi‑location organization. You will shape the customer journey, drive insight‑based improvements, and foster a culture of customer centricity.

Key responsibilities

• Own the VoC program and overall customer feedback strategy.
• Analyse insights, sentiment, complaints and feedback to recommend business improvements.
• Design and refine customer care processes, service‑recovery frameworks and escalation procedures.
• Build and monitor CX metrics such as NPS, CSAT, complaint resolution and service performance.
• Collaborate with Operations, Marketing, Digital, HR and other stakeholders to enhance the end‑to‑end customer journey.
• Lead and develop customer care teams, promoting a customer‑centric mindset.
• Prepare executive reports and actionable recommendations for senior leadership.

Required profile

• 5+ years of experience in Customer Experience, Customer Intelligence, Service Excellence or related fields.
• 3+ years of experience managing teams.
• Strong background in customer insights, process improvement and service quality.
• Bachelor’s degree in Business Administration, Marketing, Communications or a related discipline.

Required skills

• Experience with CRM platforms.
• Proficiency with customer feedback tools.