Customer Experience Supervisor

Reports To: E-Commerce & Emerging Channels Manager

Supervises: Direct: Indirect

Interacts/Interfaces

with

Internal: External

Sales, Logistics, Commercial, IT and

Digital teams Customers Job Purpose To lead customer experience operations, ensuring service excellence, team performance and continuous improvement. Responsibilities

Key Accountabilities

Lead, coach, mentor and develop Customer Experience Executives. Conduct workforce planning, scheduling and resource allocation to ensure service level adherence. Manage escalated and complex customer issues and ensure timely resolution.

Monitor team performance through KPIs, quality reviews and coaching sessions. Build capability development plans and training programmes to improve service quality. Lead stakeholder engagement with Sales, Logistics, Commercial, IT and Digital teams. Drive digital adoption strategy and customer engagement programmes. Manage performance, succession planning and talent development within the team. Lead reporting, root-cause analysis and continuous improvement initiatives. Key Performance

Indicators

Team CSAT

Service Level Achievement

Team Productivity & Efficiency

Escalation Resolution Rate

Digital Adoption Growth

Employee Development & Coaching Effectiveness

Quality Compliance Score

Process Improvement Implementation Rate

Page 1 of 2

Person Specification

Education, Training,

Educational Level

Must have Bachelor’s degree in Business, Marketing, Commerce or a related field.

5+ years of experience in customer service, customer operations or customer experience management, including at least 2 years leading or supervising a customer-facing team. Demonstrated experience in coaching, performance management, stakeholder management and process improvement. Experience using CRM systems and digital engagement platforms is a plus.

Page 2 of 2