3-5 years' experience in Customer Experience, Customer Service, Service Excellence or Business Process Improvement. Please refer to the job advert for further information.
Join Sri Lanka's Market Leader in Ceramic Wall & Floor Tiles.
Senior Executive - Customer Experience & Service Excellence
YOUR PURPOSE
To elevate every customer interaction by driving service excellence, strengthening customer relationships and embedding a culture of continuous improvement across all customer touchpoints.
WHAT YOU'LL MAKE HAPPEN
- Champion a customer-first culture across our showrooms and service channels.
- Design, monitor and continuously improve customer journeys to deliver a consistently exceptional customer experience.
- Lead customer satisfaction surveys, Voice of Customer initiatives and Mystery Shopper programmes to generate meaningful business insights.
- Analyse customer feedback, complaints and service trends, translating insights into practical improvement initiatives.
- Develop and implement customer service standards, operating procedures and service excellence frameworks.
- Monitor customer experience KPIs and recommend actions that improve customer satisfaction and operational performance.
- Collaborate with Sales, Showrooms, Logistics and other business functions to resolve customer pain points and enhance service delivery.
- Use data, digital technologies and Al-enabled tools where appropriate to strengthen customer insights and decision-making.
- Coach and develop frontline teams to build capability and embed a culture of service excellence.
- Benchmark industry best practices and introduce innovative ideas that continuously enhance the customer experience.
YOU'LL THRIVE IF YOU
- You genuinely enjoy creating exceptional customer experiences.
- You are curious, analytical and driven by continuous improvement.
- You enjoy solving problems and turning customer insights into business solutions.
- You communicate confidently and build strong relationships across teams.
- You embrace technology and use digital tools to improve productivity and customer outcomes.
EXPERIENCE & QUALIFICATIONS
- Bachelor's Degree in Business Management, Marketing, Quality Management or a related discipline.
- 3-5 years' experience in Customer Experience, Customer Service, Service Excellence or Business Process Improvement.
- Experience in customer journey mapping, customer satisfaction measurement or service quality initiatives will be an advantage.
- Strong analytical, presentation and stakeholder management skills.
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
WHY LANKA TILES?
GROW
- Build your career with a merket leader.
INNOVATE
- Work with modern technology and smart solutions.
MAKE AN IMPACT
- Create exceptional experiences that mottor.
CONTINUOUSLY IMPROVE
- Bo empowered to loarn and grow every day.
WE ARE LOOKING FOR PEOPLE WHO ARE CURIOUS, CUSTOMER-FOCUSED, DIGITALLY SAVVY AND COMMITTED TO CONTINUOUS IMPROVEMENT. IF YOU ARE EXCITED ABOUT MAKING A MEANINGFUL IMPACT AND GROWING WITH US, WE INVITE YOU TO JOIN OUR JOURNEY.
PLEASE CLICK THE APPLY BUTTON TO SEND YOUR CV VIA XPRESSJOBS
