Application — Customer Experience Manager

Eleni Bifsha

Applying for Customer Experience Manager at Modon

Customer experience and contact centre leader with 13+ years driving service excellence across multi-site, omni-channel environments — consistently achieving 95% CSAT while delivering measurable business growth.

95%CSAT Sustained
42%Revenue Growth
13+Years Experience
7Venues Simultaneously
Eleni Bifsha
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Why This Role

Modon's Customer Experience Manager role is a senior operational leadership position — one that requires both the strategic vision to own the full customer journey and the execution discipline to manage high-volume, multi-channel contact centre operations at scale. This is not a support role; it is a performance-critical function at the intersection of customer retention, brand reputation, and business results.

The priorities are clear: drive measurable CSAT improvement, deliver operational excellence through SLA and KPI management, and lead a team capable of handling escalation, service recovery, and continuous improvement. This is precisely the environment in which I have built my career — and where I consistently deliver.

Profile

Customer experience and operations leader with 13+ years driving service excellence across multi-site, omni-channel environments, consistently achieving 95% CSAT and sub-3-second response times while managing teams of up to 12 across reservations, guest relations, and customer support functions.

Proven expertise in end-to-end CX transformation, SLA management, escalation handling, and service recovery frameworks that deliver measurable results — including 42% revenue growth through CRM optimisation and demand strategies. Skilled in building executive performance dashboards, operational reporting systems, and process automation pipelines that enhance decision-making and operational efficiency.

Combines strong leadership capabilities with a data-driven, customer-centric approach to continuous improvement.

Relevant Experience
Multi-Channel Operations Leadership at Scale
Led centralised Reservations & Guest Contact across seven venues, coaching a multi-channel team of up to 12 and sustaining 95% CSAT with sub-3s average response times across phone, WhatsApp, and email.
Commercial Impact Through CX & CRM Optimisation
Delivered 42% portfolio revenue growth through CRM optimisation and demand strategies; generated AED 10M+ in events revenue. A prior CRM and booking platform redesign produced 37% booking growth and 44% revenue uplift.
Technology-Enabled Operational Efficiency
Built AI-enabled automation pipelines and an automated pre-shift briefing system (SevenRooms API + Google Apps Script) deployed across six venues. Deployed seven venue master dashboards for real-time inventory, source, and conversion visibility — directly addressing executive reporting requirements.
Scalable Governance & Knowledge Infrastructure
Launched a Staff Operations Knowledge Platform covering SOPs, call scripts, and KPIs — standardising performance across seven venues and accelerating successful expansion for 11 new venue launches.
Why A Strong Fit
Operational Discipline
13+ years managing multi-site, omni-channel customer operations with sustained 95% CSAT — delivering the exact performance standards Modon requires.
Executive Reporting & Data Leadership
Built executive performance dashboards, automation pipelines, and operational reporting systems that provide real-time visibility and support data-driven decision-making at the leadership level.
Commercial CX Impact
42% revenue growth through CRM optimisation and AED 10M+ in events revenue demonstrate that strong customer experience management drives business results, not just satisfaction scores.
Contact Centre Complexity
Hands-on expertise in service recovery frameworks, SLA management, escalation handling, and process improvement across a seven-venue multi-channel operation mirrors the complexity of leading a high-volume contact centre.
Proven Change Management
Built operations from the ground up for 11 venue launches — delivering the change management capability and transformation mindset required for Modon's strategic initiatives.
90-Day Plan

A structured, business-focused approach to delivering impact from day one — leveraging multi-site operations expertise, automation, and data-driven leadership.

1
Diagnose & Understand Days 1–30
  • Full review of Contact Centre operations: staffing, workflows, technology stack (CRM, telephony, reporting tools), and customer touchpoints.
  • Analyse historical performance data: SLA, CSAT, AHT, FCR, complaint volumes, and escalation trends.
  • Shadow frontline teams across all channels (phone, WhatsApp, email, in-person) to map the real customer journey and pain points.
  • Meet with key stakeholders — senior management, IT, HR, marketing, and frontline leaders — to understand business goals and current challenges.
  • Audit quality assurance processes, escalation handling, and service recovery frameworks.
  • Establish a baseline for all key KPIs and document quick-win opportunities (automation, workflow tweaks, reporting gaps).
2
Optimise & Implement Days 31–60
  • Roll out quick-win process improvements (automated daily briefings, improved escalation routing, CRM workflow tweaks) to address high-impact gaps.
  • Standardise complaint management and service recovery protocols to ensure consistent, timely resolution.
  • Launch targeted coaching sessions for team leads based on observed skill gaps and performance data.
  • Introduce or refine operational dashboards for real-time visibility on SLA, CSAT, and productivity.
  • Pilot new workforce planning models to optimise staffing for peak and off-peak periods.
  • Communicate early wins and progress to executive stakeholders with concise, data-driven updates.
3
Scale & Standardise Days 61–90
  • Implement scalable reporting systems and executive dashboards for ongoing performance management.
  • Formalise and document SOPs for all core Contact Centre processes: escalation, service recovery, and quality assurance.
  • Standardise KPI tracking and performance reviews, ensuring all team members understand targets and accountability.
  • Expand automation and digital tools to all relevant teams and channels.
  • Facilitate regular quality system reviews with leadership, tracking corrective actions and continuous improvement initiatives.
  • Deliver a 90-day impact report to senior management with improvements in SLA, CSAT, complaint resolution, and operational efficiency — plus a roadmap for further transformation.
Let's Connect

Modon's focus on building a high-performance, customer-centric contact centre operation is precisely the challenge I am looking to own. My track record across multi-site CX leadership, executive reporting, and measurable service transformation aligns directly with the priorities set out in this role.

I am ready to bring operational rigour, strategic thinking, and proven results to the Modon team. I would welcome the opportunity to discuss how my experience translates into immediate and long-term value for this position.

✉ Available for Interview