Customer Experience Lead – CSAT & Quality

EssilorLuxottica; Norcross (GA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Bonus/commission plan

Job summary

EssilorLuxottica seeks a Customer Advocate in Norcross, GA to drive exceptional customer experiences. You will oversee data analysis, reporting, quality management, and turnaround time management while leading a small team.

The role emphasizes action-oriented improvements and cross-functional collaboration to reduce churn and elevate service standards. Reporting to the GM and strategy team, you will implement programs to monitor feedback, ensure high-quality interactions, and coach staff toward

Qualifications

• Strong optical industry knowledge and ability to drive change in a production environment.
• Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.
• Proven leadership abilities with experience managing and motivating cross-functional teams.
• Deep understanding of customer experiences best practices and industry trends.
• Ability to identify and implement process improvements to enhance customer satisfaction.
• Analytical skills with proficiency in data analysis tools and reporting platforms.
• Experience with CRM systems and customer feedback platforms.

Responsibilities

• Monitor customer feedback data to identify trends and improvement opportunities.
• Track KPIs via customer experience dashboards and reports.
• Lead root cause assessments with cross-functional teams to drive improvements.
• Set and monitor targets for issue resolution times and turn-around efficiency.
• Lead and coach a team of customer service representatives / OM.
• Foster a customer-centric culture and collaborate across touchpoints.

Skills

Optical industry

Communication

Leadership

Customer experience

Process improvement

Data analysis

CRM systems

Tools

CRM systems

Reporting platforms

Job description

EssilorLuxottica seeks a Customer Advocate in Norcross, GA to drive exceptional customer experiences. You will oversee data analysis, reporting, quality management, and turnaround time management while leading a small team.

The role emphasizes action-oriented improvements and cross-functional collaboration to reduce churn and elevate service standards. Reporting to the GM and strategy team, you will implement programs to monitor feedback, ensure high-quality interactions, and coach staff toward