Customer Experience Manager

2 semanas atrás


Lisboa, Lisboa, Portugal Amplifon Tempo inteiro

About Us

At Amplifon, we are committed to delivering exceptional hearing care solutions and services that bring joy and fulfillment to our customers. Our team of passionate professionals is dedicated to making a positive impact on people's lives.

Role Overview

We are seeking an experienced Customer Experience Manager to join our international Marketing team. This role will play a critical part in managing Amplifon's growth by driving lead conversion and identifying new opportunities to accelerate business within our competencies.

Key Responsibilities

  • Define and implement strategies to improve lead conversion and optimize internal KPIs;
  • Manage local call centers (outsourced) to ensure customer expectations are met;
  • Collaborate with the call center provider to design workforce needs and deliver agreed goals;
  • Implement operational dashboards to maximize customer contact strategy and configure dialing rules, scripting, campaigns, priority, and scripting;
  • Design actions to increase efficiency and productivity, defining priorities and working with the call center to define best dialer set up;
  • Livemanage campaigns, prioritizing and filtering as needed;

Main KPIs

  • Penetration Rate & Contact Rate: Calls/hour, %delivered on attempted, %useful contacts on delivered, %appointments on useful contacts;
  • Appointment Rate & Conversion Rate: Appointments/hour, %Sales conversion on total booked appointments;

Your Profile

  • Bachelor's degree in Business Administration or relevant field;
  • Minimum 4 years of experience in a similar position, with extensive analytical skills, business acumen, and good understanding of metrics/models/systems;
  • Strong project management skills and solid digital experience;
  • Excellent English skills are mandatory, while proficiency in Portuguese is a plus;

Earn $83,000 - $110,000 per year, depending on your location and level of experience. This salary range is estimated based on national averages and may vary depending on specific circumstances.



  • Lisboa, Lisboa, Portugal Abroad Experience Tempo inteiro

    **Customer Care Role**OverviewAs a Customer Care Agent at Abroad Experience, you will be the key point of contact for European customers, handling incoming communications and contributing to improve customer satisfaction. Your duties include maintaining expert knowledge of our company products and services, providing vital insights of customer needs, and...


  • Lisboa, Lisboa, Portugal Abroad Experience Tempo inteiro

    Customer Care AgentAt Abroad Experience, we're seeking a highly skilled and customer-focused Customer Care Agent to join our team at our European HQ in Zoetermeer. As the key contact person for European customers, you'll work closely with our team and the second line of support to provide exceptional customer service. Your duties will include handling...


  • Lisboa, Lisboa, Portugal Customer Labs Tempo inteiro

    **About Customer Labs in Lisbon**Lisbon, Portugal's vibrant capital city, is a hub of rich history and culture. The majestic São Jorge Castle overlooks the Tagus Estuary and Ponte 25 de Abril suspension bridge. Nearby, the National Azulejo Museum showcases centuries-old ceramic tiles.We engineer exceptional customer experiences for forward-thinking brands...

  • Customer Experience Manager

    4 semanas atrás


    Lisboa, Lisboa, Portugal Amplifon Tempo inteiro

    Customer Experience Manager Mission Amplifon is a global leader in hearing care solutions, and we're looking for a talented individual to join our international Marketing team. Your TasksDevelop and implement strategies to improve lead conversion and appointment rates.Collaborate with cross-functional teams to design and execute customer contact...


  • Lisboa, Lisboa, Portugal Savoy Signature Tempo inteiro

    Job Overview:Savoy Signature is seeking a seasoned Customer Experience Manager to drive strategic initiatives and enhance the overall guest experience. Reporting directly to the Chief Commercial Officer, the successful candidate will be responsible for: Developing and implementing customer-centric strategies to improve satisfaction and loyalty Analyzing...


  • Lisboa, Lisboa, Portugal Customer Labs Tempo inteiro

    About LisbonLisbon, the capital city of Portugal, boasts a unique blend of hilly terrain and stunning coastal views. The imposing São Jorge Castle offers breathtaking vistas of the old city's pastel-colored buildings, the Tagus Estuary, and the Ponte 25 de Abril suspension bridge.A Company OverviewCustomer Labs is an international service company...

  • Customer Experience Manager

    2 semanas atrás


    Lisboa, Lisboa, Portugal Nestle Operational Services Worldwide Sa Tempo inteiro

    Job SummaryWe are seeking a highly skilled Customer Experience Manager to join our team at Nestle Operational Services Worldwide Sa. In this role, you will be responsible for facilitating effective communication between business categories and operational teams, driving the progress of CRM projects, and capturing forecasts to support campaign rollouts.

  • Customer Experience Manager

    2 semanas atrás


    Lisboa, Lisboa, Portugal Codacy Tempo inteiro

    Job Overview: We are seeking a Customer Experience Manager to help our customers achieve their goals and maximize the value they receive from our product. As a key member of our customer-facing team, you will be responsible for managing a sizable book of business, ensuring customer satisfaction across multiple stakeholders, and building trust with our...


  • Lisboa, Lisboa, Portugal Zendesk, Inc. Tempo inteiro

    About the RoleWe're seeking an experienced Senior Customer Experience Manager to lead our first-ever Scaled Customer Success team in Lisbon. As a key member of our Global Scaled Customer Success organization, you'll play a pivotal role in shaping the team's success and making an immediate impact.Job DescriptionThe ideal candidate will have a strong...

  • Customer Experience Manager

    3 semanas atrás


    Lisboa, Lisboa, Portugal Rival Tempo inteiro

    About the Role:We are seeking a Customer Experience Manager to enhance the overall customer experience by managing and optimizing systems, workflows, and teams that engage with customers. The ideal candidate will ensure that all processes and operations related to customer service are efficient, effective, and aligned with the company's strategic goals.Key...

  • Customer Experience Manager

    38 minutos atrás


    Lisboa, Lisboa, Portugal Sonyos Homes Lda Tempo inteiro

    Job DescriptionAs a Customer Experience Manager at Sonyos Homes Lda, you will be responsible for overseeing the daily operations of our short rental properties in the Lisbon area and surrounding region.About UsWe are a fully committed company to creating homes away from home for our guests and helping property owners earn more income from their properties by...


  • Lisboa, Lisboa, Portugal Fedex Group Tempo inteiro

    Job OverviewFedEx Group is a leading logistics and transportation company that connects people and businesses around the world.We are seeking an Exceptional Customer Experience Manager to join our team in providing top-notch customer service and support.


  • Lisboa, Lisboa, Portugal Blueground Tempo inteiro

    At Blueground, we are passionate about creating a home away from home for our guests. As a Customer Experience Manager in our centralized team, you will play a vital role in ensuring our guests feel at peace, flexible, and confident to explore new adventures.We are seeking an experienced professional with excellent communication skills to join our team based...


  • Lisboa, Lisboa, Portugal Https:Www.Energyjobline.ComSitemap Tempo inteiro

    Role OverviewWe are seeking a seasoned Customer Experience Manager to lead our team in delivering exceptional support experiences for our global customers on their digital transformation journey. This role offers the opportunity to accelerate your career growth, hone your customer relationship management skills, and develop deep technology industry...


  • Lisboa, Lisboa, Portugal Phiture Tempo inteiro

    About PhiturePhiture is a leading provider of customer experience solutions, dedicated to empowering businesses to deliver exceptional customer experiences. Our team of experts works closely with clients to design and implement tailored training programs that enhance the skills and knowledge of customer-facing employees.Job SummaryWe are currently seeking a...


  • Lisboa, Lisboa, Portugal Zendesk, Inc. Tempo inteiro

    About ZendeskAt Zendesk, we empower businesses to deliver exceptional customer experiences. Our software helps organizations build meaningful connections with their customers, driving growth and loyalty.Job Title: Customer Success Manager - Scaled Customer Experience LeadLocation:Lisbon, PortugalSalary:$80,000 - $100,000 per year, depending on...


  • Lisboa, Lisboa, Portugal Maersk Tempo inteiro

    Maersk, a global leader in integrated logistics, is seeking a Customer Experience Operations Manager to join their team. This exciting role offers the opportunity to drive closures and provide high-level customer service orientation. The successful candidate will have solid experience with logistics/supply chain and related areas, as well as good knowledge...


  • Lisboa, Lisboa, Portugal Nestle Operational Services Worldwide Sa Tempo inteiro

    Nestle Operational Services Worldwide Sa is seeking a Customer Experience Manager to facilitate effective communication between business categories and operational teams, drive the progress of CRM projects, and capture forecasts to support the rollout of campaign plannings.The ideal candidate will have experience in project management, stakeholder...

  • Retail Operations Manager

    2 semanas atrás


    Lisboa, Lisboa, Portugal Michaels Tempo inteiro

    Job Summary:We are seeking a Retail Operations Manager to join our team in LISBON, CT. As a key member of our store leadership team, you will be responsible for delivering exceptional customer experiences by managing and executing effective front-end operations and expectations.Key Responsibilities:Lead Store Recovery Standards: Maintain high standards of...

  • Customer Experience Manager

    2 semanas atrás


    Lisboa, Lisboa, Portugal Hs Mittweida Tempo inteiro

    About the Role:In this exciting position, you will play a key role in enhancing customer satisfaction and relationships. As a Customer Experience Manager, you will be responsible for monitoring customer requests through online chat, qualifying and prioritizing requests to ensure efficient handling, and providing support and training to various users. Your...