Job Description
▪ Build and establish Client Experience processes, SOPs, workflows and service
nstandards from scratch.
n▪ Lead, mentor and manage the Client Experience team, ensuring robust
nownership, accountability and performance discipline.
n
- n
- Define and track KRAs, KPIs and performance scorecards for the team.n
- Conduct regular 1:1s, performance reviews, coaching sessions and appraisaln
ncycles.
n▪ Own client onboarding, engagement, product adoption and ongoing client
nexperience.
n▪ Monitor CSAT, TAT, resolution rates, adoption and client engagement and drive
nimprovement.