Customer Experience Manager
Customer Experience Manager
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Job Description
Manage the performance analysis optimization and process design for the customers.
Lead the design and implementation of bestinclass service functions to address customer pain points across the pre live and postdelivery stages ensuring a stellar experience.
Collaborate closely with crossfunctional teams to drive customer touchpoint feedback analysis organizing and recommending process improvements with a focus on outer loop initiatives to enhance user experience.
Align with commercial vendor operations and marketing teams to continuously improve customer satisfaction and maximize Net Promoter Score (NPS).
Work with the Shared Service Centre to implement regional and global best practices for customer experience management.
Monitor and identify potential system forces that impact NPS actively working to leverage positive factors and mitigate negative ones.
Champion afterorder NPS and restaurant ratings driving continuous optimization efforts.
Contribute to Customer Value Management initiatives including churn reduction lifetime value optimization proactive and reactive voucher usage and digital analytics.
Develop reports dashboards and KPIs on cancellations afterorder NPS and customer experience metrics for higher management.
Qualifications :
- A 4year degree in STEM from a reputable institution with a strong proficiency in SQL and Python; additional skills in data science are a plus.
57 years of experience in analytical roles particularly in customer support strategy or experience management.
Proficiency in business intelligence tools such as Tableau with a passion for Power BI and Google Data Studio.
Strong experience in predictive modelling forecasting and data analysis using Excel or other relevant tools.
Highly organized selfdisciplined and capable of managing multiple projects with effective prioritization.
Analytical mindset datadriven and focused on continuous process improvement.
Strong communication and interpersonal skills with a proactive problemsolving attitude.
Proficient in GSuite and other productivity tools.
Additional Information :
What does your playfield look like
We work in a flexible but fast paced environment.
We start and end with customers to deliver exceptional service.
We love to innovate prioritize decide and deliver.
We love what we do and we dont rest until our targets are achieved.. So if youre also someone who is driven until the dream is achieved come join us.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
