Senior Customer Satisfaction Manager - Key Accounts

As a Senior Customer Satisfaction Manager - Key Accounts, you will play a crucial role in driving exceptional customer experiences by overseeing data analysis, reporting, quality management, and turnaround time management. You will lead a small team to implement strategies that increase customer satisfaction and reduce churn, working closely with the GM and centralized strategy team.

• Monitor and analyze customer feedback data to identify trends and opportunities for improvement.
• Develop action plans based on customer experience dashboards and reports.
• Perform root cause assessments on quality and service-related issues and drive improvements.
• Ensure impeccable quality management and influence change within the lab.
• Review quality audits and develop action plans to drive change.
• Set targets for customer issue resolution times and monitor performance.
• Identify bottlenecks in the customer service process and implement solutions.
• Lead and manage a team of customer service representatives, providing coaching and feedback.
• Foster a customer-centric culture within the team.
• Collaborate with cross-functional teams to ensure seamless customer journeys.

• Strong optical industry knowledge and ability to drive change in a production environment.
• Excellent communication and interpersonal skills.
• Proven leadership abilities with experience managing cross-functional teams.
• Deep understanding of customer experience best practices and industry trends.
• Ability to identify and implement process improvements.
• Analytical skills with proficiency in data analysis tools.
• Experience with CRM systems and customer feedback platforms.