Customer Experience Manager

Job description

Customer Experience Manager leverages customer insight and collaborates closely with customers and Digikala departments and teams to define Customer Experience Strategy, design and implement initiatives to drive competitive differentiation and financial results for our clients. The candidate will address and resolve issues related to assessing how the sales, marketing and service entities work together with operations to deliver a seamless consistent customer experience at every touch point.

  • Contribute to the development of reporting systems, analysis and solutions for all levels of the customer journey   
  • Assessing business decisions CX-wise to ensure all services provided to customers are align with business strategy and commitments 
  • Analyzing the “Voice of the Customer “ (VOC), Surveys feedback and all data inputs to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors 
  • Understanding and analyzing CX related metrics business-wide to leverage and justify customer experience expectations with business level SLAs/KPIs
  • Designing customer experiences that reflect the business’s customer strategy, enhancing satisfaction, loyalty, and are profitable both for the business and its customers; recommend developing and managing policies, guidelines and procedures to make sure of the best customer experience
  • Translating high level experience design into specific treatments which customers will receive for each type of interactions, across channels and throughout their relationship with the business
  • Selecting the most appropriate research methodology and technique; designing qualitative and quantitative research plans, questionnaires and moderator guides for services; Interpreting data, writing reports, and making actionable recommendations/solutions
  • Assisting with service oriented departments issues resolution through processing improvement initiatives
  • Analyzing the market to determine business requirements, technology trends and innovations and competitive information
  • Leading a team of Customer Experience Experts in the delivery of world-class customer experience
  • Gathering data on competitors and analyze their service levels; Prepare reports of findings, illustrating data graphically and translating complex findings into numerical data
  •   Collecting and analyzing data on customer demographics, preferences, needs, and buying habits to identify potential markets and factors affecting customers experience

 

Requirements

  • Minimum 5 years of relevant experience (Marketing/Strategic Planning/Business Development experience is a plus)
  • English fluency is a must
  • Business or Marketing related education
  • Critical thinking
  • Data driven and 360-degree analytical approach
  • High performer and achiever
  • Motivating and have outstanding communication skills
  • Flexible problem solving skills
  • Working knowledge of various technology applications (e.g., Microsoft Office, information systems)
  • eCommerce familiarity is a plus