We are seeking a polished, articulate, empathetic, and commercially minded Customer Experience & Service Lead to drive exceptional customer experiences and strengthen long-term client relationships.
The successful candidate will be responsible for developing and implementing customer experience strategies, managing key client relationships, overseeing service delivery, resolving customer issues and escalations, and driving continuous improvements across the customer journey.
The ideal candidate should combine strong customer service and relationship-management experience with excellent communication, leadership, business awareness, and professional presence.

 Responsibilities

•  Strategic Customer Experience & Service Management
•  Customer Relationship & Account Management
•  Client Engagement, Communication & Issue Resolution
•  Customer Retention & Commercial Growth
•  People Management, Coaching & Team Development  Departmental Planning, Performance & Risk Management

Requirements

Education

• Bachelor’s degree in Business Administration, Marketing, Communications, Hospitality Management, or a related discipline.

Professional Experience

• Minimum of 5 years’ relevant experience in customer experience, customer service, client relationship management, account management, or a related field.
• Proven experience managing customer relationships, complaints, escalations, and service delivery.
• Demonstrated experience leading and managing teams.

Core Skills & Competencies

• Strong customer experience and relationship management skills.
• Excellent written and verbal communication skills.
• Strong stakeholder management and relationship-building abilities.
• Excellent negotiation, problem-solving, and conflict-resolution skills.
• Strong commercial awareness with an understanding of customer retention and growth.
• Strong analytical, reporting, and decision-making skills.
• Ability to work effectively with senior management and cross-functional teams.
• Strong leadership, coaching, and team development capabilities.