Customer Experience Manager

Description

Job Summary: Design and implement Customer Experience strategies to build customer-centric models, optimize touchpoints, and analyze data to drive satisfaction and loyalty. Key Highlights: 1. Customer Experience design and strategic leadership 2. Implementation of customer-centric models and Voice of the Customer 3. Data analysis and interpretation for decision-making ***Education:*** Bachelor's degree in Marketing ***Experience:*** 5–10 years of verifiable experience in CX strategy design and implementation ***Knowledge in:*** * Experience implementing customer-centric models. * Customer Journey * Experience Maps * Archetypes / Buyer Personas * Voice of the Customer * Data analysis and metrics * CRM and Customer Experience * Certification or diploma in CX, Service Design, or Customer Journey Mapping is desirable. ***Key Competencies:*** * Strategic thinking * Innovation and creativity * Results-oriented leadership * Communication * Customer service * Data analysis and interpretation ***Mission:*** Design and implement Customer Experience strategies focused on building customer-centric models, optimizing every touchpoint through experience maps, customer journey, archetypes, and strategic data analysis to enhance customer satisfaction, loyalty, and profitability. ***Key Responsibilities:*** ***\*\-*** Design and lead the group’s Customer Experience strategy, creating experience maps and integrating customer journey, customer archetypes, buyer personas, and identified moments of truth into analytical frameworks. ***\*\-*** Lead the implementation of the Voice of the Customer model, ensuring satisfaction management, complaint handling, and experience metrics such as NPS and CES to drive continuous improvement. ***\*\-*** Promote CX strategy implementation by working closely and collaboratively with departments, management teams, business units, and generally all “front-office” organizational areas that maintain direct contact with diverse customer profiles. ***\*\-*** Document and analyze the customer lifecycle based on the impact of experience improvements and how these translate into business objectives and metrics such as churn, retention, repurchase, etc. (*Experience ROI*). This requires close, collaborative workflow with the Customer Intelligence Management team. ***\*\-*** Lead the definition and approach of market research studies related to customers, leveraging customer intelligence, business intelligence, and external feedback to understand customer needs, perceptions, and expectations. ***\*\-*** Define, monitor, and report Customer Experience metrics, integrating both quantitative and qualitative measures to evaluate strategy impact and support organizational decision-making. ***\*\-*** Serve as the internal customer advocate and representative, ensuring that decisions, processes, and operational changes are evaluated for their impact on customer experience, thereby establishing a truly customer-centric orientation. ***Working Hours:*** Monday to Friday, 8:30 AM to 4:30 PM. ***Benefits exceeding statutory requirements.*** Salary: $34,000\.00 per month Benefits: * Savings fund * Life insurance * Grocery vouchers Work Location: On-site employment