HCM - Customer Experience Manager

Job Description

JOB BRIEF:

As Customer Experience Manager who will be responsible for conducting cross team projects that will impact the most positively the experience of customers at each step of their journey in a durable way. The CX will bring together task teams and deliver on prioritized initiatives that will add most value in a customer’s lifetime.

JOB RELATION:

• Direct superior: COO

• Direct reports: Customer Experience Staffs

• Major internal communication: All departments

• Major external communications: End Customers

DETAILED JOB DESCRIPTION:

• Analyze customer pain points / needs among several cohorts to identify the most impactful initiatives to improve CLV.

• Benchmark leading actors in customer experience & understand the market to propose the best implementation of CLV initiatives for end customers.

• Create & manage CX project roadmap, and drive the initiatives to implement your vision.

• Coordinate task teams around CX initiatives from initiation to successful implementation.

• Modelize and implement programs that will improve organic acquisition and retention while fitting in the customers’ journey (loyalty, referral).

• Manage CS and CRM indirectly for any matter related to customer experience.

• Operate autonomously; drive programs end to end including business goals, technical solution (with the support of product team) and all customer and seller-facing aspects.