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Customer Experience Manager
Avis Greece. Lead end-to-end customer experience across all service touchpoints .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading end-to-end customer experience strategies, optimizing customer journeys, and implementing AI-driven solutions to enhance service delivery. Proven ability to manage contact center performance, analyze data for insights, and drive process improvements across multiple service touchpoints.
Highest-signal resume keywords
Customer Experience StrategyContact Center Performance ManagementData Analysis and InsightsProcess Improvement and Change ManagementAI-Driven Solutions Implementation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI ManagementSLA ManagementCustomer Insight AnalysisLean/Six Sigma MethodologyWorkforce PlanningForecastingBudget ManagementPerformance ManagementProcess ImprovementData Storytelling
Soft Skills
Strategic ThinkingAnalytical SkillsProblem-SolvingCoachingVendor Management
Tools & Technologies
CRM PlatformsContact Center PlatformsCX PlatformsAI TechnologiesAutomation Tools
Industry Keywords
Omnichannel Customer ExperienceCustomer Journey OptimizationOperational Reporting FrameworksCustomer Feedback MonitoringService Standards
About the role
Key responsibilities & impact- Lead end-to-end customer experience across all service touchpoints
- Oversee contact center operations and performance
- Lead in-house and outsourced teams
- Define service standards, operating models and governance
- Ensure a seamless omnichannel customer experience
- Drive productivity, process improvements, workforce planning, forecasting and cost optimization
- Own customer experience strategy across physical points such as garages and deliveries
- Standardize customer experience across locations
- Optimize customer journeys and eliminate pain points
- Monitor customer feedback and turn insights into improvement initiatives
- Develop future-ready customer service capabilities
- Evaluate and implement AI-driven customer service solutions
- Own CX, NPS and operational reporting frameworks
- Analyze customer, operational and financial data
- Drive action plans based on customer insights and business performance
Requirements
What you’ll need- Own contact center performance, KPIs and SLAs
- Lead in-house and outsourced teams, including performance management
- Define service standards, operating models and governance
- Ensure a seamless omnichannel customer experience
- Drive productivity, process improvements, workforce planning, forecasting and cost optimization
- Own end-to-end customer experience strategy in all physical points (garages, deliveries, etc)
- Standardize customer experience across locations
- Identify and eliminate customer pain points through journey optimization
- Monitor customer feedback and translate insights into improvement initiatives
- Develop future-ready customer service capabilities
- Evaluate and implement AI-driven solutions to improve customer interactions and efficiency
- Own CX, NPS and operational reporting frameworks
- Analyze customer, operational and financial data to identify improvement opportunities
- Drive action plans based on customer insights and business performance
- Strategic thinker with strong analytical and problem-solving skills
- Proven people leadership, coaching and workforce planning capabilities
- Vendors management and contracts negotiation experience
- Budget management and business case development
- Process improvement and change management mindset
- Expertise in KPI, SLA, NPS and customer insight analysis and management
- Strong data storytelling and root-cause analysis skills
- Lean/Six Sigma methodology knowledge
- Proficiency in CRM, Contact Center and CX platforms
- Familiarity with AI, automation and digital customer experience technologies
Benefits
Comp & perks- Competitive salary package and bonus scheme
- Hybrid work model
- Health and life insurance
- Pension Plan program
- A buddy will support you with your onboarding
- Opportunity to work in a fast-growing industry with talented people