Quality & Customer Experience Manager
Foundation Marketing Services Inc. is looking for a dynamic Quality & Customer Experience Manager to elevate the quality of our services and enhance customer satisfaction. This role is focused on driving continuous improvement in service delivery, content quality, and overall client experience.
What the successful candidate will be doing:
- Innovative Quality Improvement: Design and implement cutting-edge processes to ensure consistent, high-quality content and service delivery. Use AI tools, automation, and other digital solutions to enhance quality, efficiency, and impact.
- Customer Experience Strategy: Develop and execute creative strategies that transform client interactions into exceptional experiences, boosting retention, engagement, and overall satisfaction.
- Data-Driven Feedback Loops: Create advanced feedback mechanisms, using AI and analytics to gather insights from clients, identify opportunities for innovation, and inform strategic improvements.
- Performance Metrics & Analytics: Establish and monitor key performance indicators (KPIs) related to quality and customer satisfaction, using predictive analytics to anticipate client needs and refine services.
- Cross-Team Collaboration: Foster collaboration across teams to ensure alignment on quality standards, client expectations, and innovative solutions.
- Proactive Issue Resolution: Develop an innovative framework for identifying, analyzing, and resolving client issues promptly, enhancing the overall customer journey.
- Training & Development: Design and deliver training programs focused on innovative client service approaches, equipping team members with the skills needed to deliver outstanding results.
What skills and experience the successful candidate will need:
- Master’s degree in Business Administration (MBA), Marketing, or a related field.
- 5+ years of experience in quality management, customer service, or similar roles, with a strong focus on innovative solutions in marketing or digital media.
- Proven track record of implementing data-driven, innovative approaches that enhance service quality and customer satisfaction.
- Excellent analytical skills with the ability to use data to drive decision-making and improvements.
- Strong communication and interpersonal skills, with a creative approach to problem-solving and team collaboration.
- Experience with digital marketing tools, AI applications, and CRM systems.
- Familiarity with AI-driven content strategies and customer service automation.
What characteristics the successful candidate will need:
- Eager to learn with a growth mindset
- A willingness to innovate and adopt the latest technologies and processes
- Proactive problem-solving skills and a self-starter mentality
- Experience working under pressure and adapting to changing priorities
- Strong communication and persuading skills, as well as customer service-oriented
- High energy & curious by nature
- Effective analytical and problem-solving skills
- High attention to detail
- Strong interpersonal skills, with the ability to form productive working relationships
- We’re a remote team, so it’s important that you’re well-organized and can manage your schedule.