Head Of Customer Experience Management (CEM)

Head Of Customer Experience Management (Cem)

We are looking for a visionary and impact-driven Head of Customer Experience Management (CEM) to lead the company-wide transformation of customer interactions and satisfaction. This is a strategic leadership role that involves designing, implementing, and evolving the customer experience across all touchpoints — digital, retail, call center etc. Your mission: to embed customer-centricity into every part of the business, boost loyalty, and drive business growth through superior experience delivery.

Key Responsibilities

• Develop and lead the company's long-term Customer Experience Strategy.
• Design, monitor, and optimize the customer journey across all service and sales channels.
• Own and drive improvements in key CX metrics across all touchpoints.
• Implement effective Voice of Customer analytics, and continuous feedback loops.
• Lead CX-related transformation initiatives across departments.
• Ensure cross-functional collaboration to align product, marketing, sales, and service with CX goals.
• Develop and promote CX culture and customer-centric mindset across all levels of the organization.
• Manage CEM department operations, team performance, and budget.
• Present insights and business cases to top management and stakeholders

Requirements

Education:

• Higher education in Business, Marketing, Sociology, or a related field.
• International CX or service design certifications are a plus.

Experience:

• 7+ years in customer experience, service strategy, or related roles.
• 3+ years in senior management or transformation leadership.
• Proven experience in launching and managing CX programs, particularly in B2C industries (telecom, banking, retail, etc.).
• Experience in managing cross-functional projects and leading cultural transformation.

Skills:

• Strong strategic, analytical, and communication skills.
• Deep knowledge of customer research, journey mapping, and service design.
• Proficiency in data interpretation and CX analytics platforms.
• Advanced English, both written and spoken.

Key Competencies:

• Strategic mindset and customer obsession
• Change management and transformation leadership
• Stakeholder influence and executive presence
• Team leadership and talent development
• Analytical thinking and data-driven decision-making
• Communication and storytelling