Customer Experience Lead – Quality & Insights

EssilorLuxottica; Azusa (CA); On-site; USD 72,000 - 103,000; Full time

Job summary

EssilorLuxottica in California seeks a Customer Advocate leader to drive exceptional customer experiences. You will oversee data analysis, reporting, quality management, and turnaround time across the lab, guiding a small team and partnering with cross-functional units to raise satisfaction and reduce churn.

Reporting to the GM, you will set targets, monitor dashboards, and implement process improvements. Strong optical knowledge and leadership in a production environment are essential for

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.

Responsibilities

• Data analysis and reporting to identify trends and inform improvements.
• Monitor customer experience dashboards and KPIs; develop action plans.
• Lead and coach a team of customer service representatives; set and maintain service standards.
• Drive quality management by addressing gaps from customer feedback and audits.
• Manage end-to-end turnaround times and collaborate with supply chain for efficient resolutions.

Skills

Optical industry knowledge

Communication skills

Leadership abilities

Customer experience best practices

Process improvement

Data analysis

CRM systems

Tools

CRM platforms

Job description

EssilorLuxottica in California seeks a Customer Advocate leader to drive exceptional customer experiences. You will oversee data analysis, reporting, quality management, and turnaround time across the lab, guiding a small team and partnering with cross-functional units to raise satisfaction and reduce churn.

Reporting to the GM, you will set targets, monitor dashboards, and implement process improvements. Strong optical knowledge and leadership in a production environment are essential for