Hybrid Customer Experience Manager

Posted 2 weeks ago

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About the role

  • Analyze and map the customer journey to identify touchpoints and opportunities for enhancing the customer experience.
  • Collect, analyze, and act on customer feedback through surveys, interviews, and other channels to continuously improve our products and services.
  • Work closely with cross-functional teams, including Marketing, Sales, Product, and Operations, to ensure consistent messaging and customer-centric processes, aligning efforts to deliver an excellence customer experience across all touchpoints.
  • Monitor key performance indicators (KPIs) to measure customer satisfaction, loyalty, and advocacy tracking metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
  • Foster a culture of customer advocacy within the company, ensuring that customer needs and perspectives are considered in all decision-making processes.
  • Stay up to date with industry trends and best practices in customer experience management to drive innovation and continuous improvement.

Requirements

  • Customer focus: Deep understanding of customer-centric practices and a passion for delivering exceptional customer experiences.
  • Analytical skills: Strong analytical and problem-solving skills with the ability to interpret customer data and feedback.
  • Communication: Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
  • Experience in analyzing customer experience, processes and standards.
  • Familiarity with customer experience management tools, CRM systems, and analytics.
  • Proficiency in English.

Benefits

  • Change Your Career: Take on new responsibilities, develop your skills, and gain fresh perspectives—all while staying within a company that values your growth.
  • Stay Inspired: Work with talented colleagues across different teams and locations, enriching your experience in an international and collaborative environment.
  • Access to Learning & Development: Benefit from ongoing training, and opportunities like our PayTech University to support your professional journey.

Job title

Customer Experience Manager

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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