HCM - Customer Experience Manager

Mô tả Công việc
JOB BRIEF:
As Customer Experience Manager who will be responsible for conducting cross team projects that will impact the most positively the experience of customers at each step of their journey in a durable way. The CX will bring together task teams and deliver on prioritized initiatives that will add most value in a customer's lifetime.
JOB RELATION:
Direct superior: COO
Direct reports: Customer Experience Staffs
Major internal communication: All departments
Major external communications: End Customers
DETAILED JOB DESCRIPTION:
Analyze customer pain points / needs among several cohorts to identify the most impactful initiatives to improve CLV.
Benchmark leading actors in customer experience & understand the market to propose the best implementation of CLV initiatives for end customers.
Create & manage CX project roadmap, and drive the initiatives to implement your vision.
Coordinate task teams around CX initiatives from initiation to successful implementation.
Modelize and implement programs that will improve organic acquisition and retention while fitting in the customers' journey (loyalty, referral).
Manage CS and CRM indirectly for any matter related to customer experience.
Operate autonomously; drive programs end to end including business goals, technical solution (with the support of product team) and all customer and seller-facing aspects.
Direct superior: COO
Direct reports: Customer Experience Staffs
Major internal communication: All departments
Major external communications: End Customers
Analyze customer pain points / needs among several cohorts to identify the most impactful initiatives to improve CLV.
Benchmark leading actors in customer experience & understand the market to propose the best implementation of CLV initiatives for end customers.
Create & manage CX project roadmap, and drive the initiatives to implement your vision.
Coordinate task teams around CX initiatives from initiation to successful implementation.
Modelize and implement programs that will improve organic acquisition and retention while fitting in the customers' journey (loyalty, referral).
Manage CS and CRM indirectly for any matter related to customer experience.
Operate autonomously; drive programs end to end including business goals, technical solution (with the support of product team) and all customer and seller-facing aspects.