A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
Come Join Our Team! FOTILE is a leading international manufacturer of High-end Kitchen appliances. FOTILE is China's most successful high-end kitchen appliance manufacturer, with 16,000+ employees, 19 production lines, 4 assembly plants, 4 factories, 116 branch offices, 26 German IF awards, 22 Red Dot Awards, Sales in 30 countries, and over 43% market share of the Chinese high-end kitchen appliance market. Fotile is the choice of appliance for over 17 million families around the world. Job Responsibilities 1. Service Operations Management Oversee daily customer service operations across phone, email, live chat, and other service channels. Monitor service performance and ensure alignment with established service standards and service-level agreements (SLAs). Identify operational risks, service gaps, and recurring issues, and drive corrective actions to improve efficiency and stability. 2. Customer Experience and Voice of the Customer (VOC) Analyze customer feedback, service data, and VOC trends to identify key pain points and improvement opportunities. Ensure customer issues are tracked through resolution and supported by effective closed loop follow-up. Translate customer insights into practical recommendations that improve service quality and the overall customer journey. 3. Process and System Optimization Continuously improve customer service processes, standard operating procedures (SOPs), and cross-functional workflows. Partner with internal teams to improve the effective use of customer service systems and tools, including CRM platforms such as Salesforce. Promote standardized, scalable, and repeatable service practices across the organization. 4. Team Leadership and Development Coach and develop customer service team members to strengthen performance, service quality, and problem-solving capabilities. Support recruiting, onboarding, training, and performance management activities. Foster a collaborative, accountable, and customer-focused team culture. 5. Cross-functional Collaboration Partner with Technical Support, Logistics, E-commerce, Product, and other teams to resolve customer issues efficiently. Serve as a key point of contact for customer experience-related matters and coordinate resources to drive execution. Communicate service risks, trends, and improvement priorities to relevant stakeholders. 6. Project and Strategic Support Support key business initiatives, including new channel launches, partnership programs, and service transformation projects. Contribute to the planning and execution of customer experience strategies and service improvement initiatives. Help evolve customer service from an operational support function into a business enabling capability. Job Qualifications Bachelor's degree or above. Five or more years of experience in customer service or customer experience, with team leadership, project ownership, or supervisory exposure preferred. Strong experience in service operations, case management, complaint handling, and escalated customer issue resolution. Demonstrated ability to analyze problems, identify root causes, and improve processes. Strong cross-functional communication, coordination, and stakeholder management skills. Data-driven mindset with the ability to analyze service data, identify trends, and support business decisions. Fluency in English and Chinese (Mandarin). Experience with CRM systems, such as Salesforce, is preferred.
Pay:
From $70,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee discount Health insurance Health savings account Life insurance Paid time off Parental leave Retirement plan Vision insurance
