CX Project & Strategy Management Lead

Mô tả Công việc
1. Project Management & Strategy Execution
- Lead cross-functional CX projects, from initiation to completion, ensuring alignment with
company objectives.
- Develop and implement strategies to improve key performance metrics related to customer
experience.
- Proactively propose and execute project requirements based on customer feedback and
internal data analysis.
- Track project progress, update stakeholders regularly, and ensure all deliverables are met
within the set timelines.
2. Data Analysis & Monitoring
- Regularly analyze customer feedback and ecommerce data to identify opportunities for
improvement.
- Recommend and implement changes to processes, systems, and products to enhance
customer satisfaction and retention.
- Work closely with the data analytics team to ensure accurate tracking and reporting of CX
metrics.
3. Stakeholder Management & Communication
- Develop and implement SOPs for stakeholder engagement with the newly established CX
department.
- Serve as the primary point of contact between the CX team and other internal departments.
- Ensure clear and consistent communication with stakeholders at all levels.
- Present project outcomes, insights, and recommendations to senior management.
4. Team Leadership & Collaboration
- Manage a team dedicated to CX initiatives, providing guidance, support, and performance
evaluation.
- Foster collaboration with various departments to achieve project goals and overcome
potential blockers.
- Promote a customer-centric culture within the team and across the organization.
5. Reporting & Other Tasks
- Prepare and submit periodic work reports.
- Complete other tasks as assigned by the line manager.