Manager Customer Experience

Location CN-Shanghai
Job ID
Customer Service
Queen Cai
Position Level


Leads a team that provides strategic focus to the customer experience. Ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Responsible for renewing and upsell of services contracts and support Sales team actively  in selling new services into large accounts .


  • Directly supervises the work and acts as an advisor to individual contributor customer experience specialist. Owns all talent acquisition, development and management activities to support the team's success
  • Identifies opportunities and recommends changes to improve service delivery and provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes
  • Working directly with business stakeholders, coordinates delivery of all aspects of client solution including custom features and add-ons, within established and communicated development
  • Serves as the primary contact in the customer experience team in resolving issues for the client and conducts each point of engagement with high degree of preparedness, professionalism and efficiency to support client retention/renewal
  • Plans, schedules and executes regular customer and partner meetings to review service plans and recommends improvement to services
  • Advises the client and introduces client to new offerings/upsells to assist client in solving business problems
  • Delivers cost reduction goals and demonstrates ownership of revenue goals and understanding of P&L aligned with Sales
  • Leads collaborative meetings with cross-functional teams to align customer interests with business objectives
  • Supports service delivery readiness on complex accounts which may include multi-national or global accounts or key customers
  • Analyzes data provided by the customer and provides regular updates to management to help drive effective business decisions
  • Ensures customer SLA's/KPIs and quality standards are met
  • Ensures territory/vertical readiness for new product and offer launches
  • May support internal &external regional services sales activates
  • Assists in generating service-related RFP responses by providing unique service offerings and price exceptions
  • May negotiate and drive large service contract renewals to completion, utilizing pricing and service offerings
  • Delivers service reference customer case studies to distinguish company services and solutions from competitors
  • Acts as primary training resource for critical installations or conversations


  • Advanced degree (or equivalent vocational qualification/experience)
  • 8-12 years' experience including minimum 2 years as team lead/supervisor
  • English fluency-written and verbal. Local language requirement may also apply
  • Advanced level skills in Microsoft business applications including Word, Excel and Outlook
  • Can synthesize complex data into themes, stories and recommendations
  • Customer service values/orientation
  • Solid professional work behaviors (attendance, teamwork, time management)
  • Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
  • Advanced presentation skills required. Some formal training in public speaking/presentation skills
  • Demonstrates an understanding of key financial factors
  • Full knowledge of job-related knowledge and procedures
  • Intermediate to advanced skills in delegation and follow-up
  • Experience leading a team to successful business outcomes through strong talent and performance management practices. Formal management training preferred

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