Senior Customer Experience Manager

This is a position within Keller Executive Search and not with one of its clients.
The Senior Customer Experience Manager will lead the customer service strategy and execution, focusing on enhancing the experience of clients and candidates throughout the executive search lifecycle.
Key Responsibilities
• Develop and implement customer experience strategies aligned with company goals.
• Lead and mentor a team of customer service professionals, fostering a culture of excellence.
• Monitor performance metrics and KPIs to continuously improve service delivery.
• Collaborate closely with cross-functional teams including sales, delivery, and research to ensure seamless client and candidate experiences.
• Manage budgets, vendors, and resource allocation effectively.
• Establish and maintain policies and procedures in compliance with regulatory standards.
• Provide actionable insights and reports to senior leadership to inform decision-making.
• Identify risks and develop mitigation strategies to uphold service quality and protect company reputation.

### Requirements

• Bachelor’s degree required; advanced degree or relevant certifications preferred.
• Minimum of 10 years in customer service leadership roles, ideally within professional services or executive search.
• Proven ability to lead teams, set strategy, and manage complex initiatives.
• Excellent communication and stakeholder management skills.
• Strong analytical skills with data-driven decision-making capabilities.
• Experience managing budgets and vendor relationships.
• Knowledge of regulatory requirements affecting customer service operations.
• Ability to thrive in a fast-paced, collaborative environment across diverse geographies.

### Benefits

• Competitive compensation: $ 108,000–162,000 USD
• Opportunities for professional growth and leadership development.
• Company culture: Flat management structure with direct access to decision‑makers; open communication environment.
• Full medical coverage.

Equal Employment Opportunity Statement:
Keller Executive Search provides equal employment opportunities to all qualified applicants and employees. Employment decisions are based on merit, qualifications, and business needs, without regard to protected characteristics under applicable law.
Commitment to Diversity:
An inclusive and equitable workplace is actively fostered. Hiring, development, and advancement practices are designed to broaden representation and ensure fair access to opportunity.
Data Protection and Privacy:
Personal data is processed solely for recruitment and employment purposes, in accordance with applicable data‑protection laws (including GDPR where relevant). Information may be retained for compliance and legitimate interests, subject to data minimization and security controls.
Pay Equity:
Compensation practices are reviewed to support pay equity for substantially similar work, accounting for bona fide factors such as experience, education, and performance.
Health and Safety:
Workplace health and safety obligations are observed in line with applicable national and local requirements. Employees are expected to follow all safety policies and promptly report hazards.
Compliance with Law:
All recruitment, selection, and employment practices are conducted in compliance with applicable laws and regulations in the jurisdiction of employment.

Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location.