Customer Experience Manager
Developing and implementing customer experience strategies and initiatives.
Ensuring consistent and positive customer interactions across all touchpoints.
Monitoring customer metrics and reporting on CX performance.
Conduct surveys, focus groups and interviews to gather information on customer’s opinions of different touchpoints.
Map and develop customer journeys across varying stages, channels, and touchpoints.
Conduct studies and research to discover new techniques necessary for improving customer experience.
Monitor the activities of customer journeys touchpoints to ensure compliance with acceptable standards.
Take ownership of customers' issues and follow problems through the resolution
Collaborate with sales, marketing, after sales and other customer-facing functions to act upon insights and improve customer satisfaction and loyalty.
Identify customer needs and take proactive steps to maintain a positive experience.
Analyzing customer feedback data to identify trends and opportunities for improvement.
Collaborating with UI/UX designers to improve the visual aspects of the customer experience.
Proposing and piloting innovative solutions and technologies to create a competitive edge in customer experience.
Master’s degree in Business Administration, Marketing, Business Management, Communications, or a related field
Highly organized, with strong attention to detail.
Strategic thinker with strong analytical and critical thinking skills.
Continuous innovation, process improvement, and adaptability skills.
Familiarity with quantitative and qualitative studies and customer data.
Have a proven track record for building excellent customer experiences.
Excellent verbal and written communication skills, ability to interact professionally with a diverse group of managers and experts both in English and Farsi.
Have teamwork and cross-functional collaboration skills.