Senior Customer Experience Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7cego1

**About the Role**: Rome is a city built on connection, hospitality, and experience, and at FlowTop Enterprise Solutions, we bring those same principles into the way we serve our clients and customers. We develop enterprise support and operational solutions that prioritize seamless customer interactions, long-term relationships, and service excellence across multiple digital and operational touchpoints. We are looking for a Senior Customer Experience Manager who can lead and elevate our customer engagement strategy across the organization. This is not a traditional support management role. You will help shape how customers interact with our services from onboarding through long-term retention. You will lead cross-functional initiatives, optimize customer journeys, and ensure every interaction reflects professionalism, efficiency, and trust. You will work closely with operations, technology, marketing, and leadership teams to align customer experience strategies with business objectives. You are someone who understands both data and human behavior, balancing operational efficiency with genuine customer satisfaction. **Why Work With Us?** **The Environment**: Our Rome office is located within one of the city's established commercial districts, offering a modern and collaborative workspace designed for productivity and innovation. We believe strong customer experiences start with empowered employees and a healthy work environment. **Leadership Visibility**: Customer experience is a core business priority at our company. Your insights and recommendations will directly influence operational strategy, customer retention initiatives, and service development decisions. **Operational Excellence**: We invest heavily in modern CRM systems, analytics platforms, automation tools, and workflow optimization to support scalable and efficient customer operations. **Professional Growth**: We encourage continuous development through leadership workshops, customer experience conferences,



and advanced training opportunities focused on operational excellence and service innovation. **Key Responsibilities**:
**Customer Journey Management**: Analyze and improve the end-to-end customer experience across onboarding, support, retention, and account management processes. **Team Leadership**: Lead and mentor customer support supervisors, experience specialists, and service operations teams while building a culture focused on accountability and customer satisfaction. **Process Optimization**: Identify operational inefficiencies and implement scalable solutions that improve response times, resolution quality, and overall customer engagement. **Data and Performance Analysis**: Monitor KPIs including customer satisfaction, retention, escalation trends, and service efficiency metrics to guide decision-making and continuous improvement. **Cross Functional Collaboration**: Work closely with operations, technology, and commercial teams to ensure customer feedback is integrated into business and service improvements. **Client Relationship Management**: Support high-value customer relationships and manage complex escalations with professionalism, urgency, and strategic problem-solving. **What We Are Looking For**:
**Experience**: 7+ years of experience in customer experience, customer operations, account management, or service leadership roles, including at least 2 years managing teams in a senior capacity. **Leadership Skills**: Strong ability to lead teams, manage performance, and create a customer-first operational culture in fast-paced environments. **Technical Knowledge**: Experience working with CRM platforms, customer analytics tools, ticketing systems, and operational reporting dashboards. **Communication Skills**: Excellent English communication skills are required. Italian language proficiency is considered highly valuable for local business operations and client collaboration. **Mindset**: You are proactive, solutions-oriented, and capable of balancing customer satisfaction with operational efficiency and long-term business objectives. **Job Types**: Full-time, Contract Pay: €5,500.00 - €5,800.00 per month Work Location: In person

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7cego1