Manager, Customer Experience

CFA Institute; Deutschland; Remote; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading organization in professional development seeks a Manager, Customer Experience in Germany. This role involves enhancing candidate and member journeys, managing communication channels, and collaborating with teams for engaging experiences. Ideal candidates will have a strong background in customer retention and engagement, tailored for a diverse audience.

Qualifikationen

• 5-7 years in Customer Experience, Retention, Engagement, and Advocacy programs.
• Basic UX/UI understanding and e-commerce marketing experience preferred.
• Experience managing multicultural teams.

Aufgaben

• Manage nurture activities for candidate and member journeys.
• Analyze customer metrics (NPS, CSAT) for improvement.
• Coordinate with internal stakeholders and partners.

Kenntnisse

Project Management

Stakeholder Relationship Management

Analytical Skills

Communication Skills

Time Management

Ausbildung

Bachelor’s degree or equivalent experience

Jobbeschreibung

Job Title: Manager, Customer Experience

Responsibilities:

1. Manage nurture activities and experiences supporting candidate and member journeys to enhance business goals, customer success, engagement, and loyalty.
2. Map digital purchasing experiences with basic UX/UI understanding, collaborating with IT and UX/UI designers.
3. Coordinate with agency partners and internal stakeholders for campaign and program delivery.
4. Improve customer communications to reduce friction and enhance experience.
5. Use customer metrics (NPS, CSAT) to identify areas for improvement in engagement and retention.
6. Partner with marketing and digital teams to create content and launch engaging experiences.
7. Analyze customer journey touchpoints to report on progress and improvements.

Qualifications:

1. Bachelor’s degree or equivalent experience.
2. 5-7 years in Customer Experience, Retention, Engagement, Loyalty, or Advocacy programs.
3. Proficiency in project management and stakeholder relationship management.
4. Basic marketing skills, including market research, messaging, and brand consistency.
5. Ability to map customer journeys and design experiences across channels.
6. Understanding of CX KPIs and experience in e-commerce marketing is preferred.
7. Strong analytical, technical, and business projection skills.
8. Experience managing distributed and multicultural teams.
9. Innovative, collaborative, and entrepreneurial mindset.
10. Excellent organizational, communication, and time management skills.
11. Flexibility to manage priorities and changing expectations.

This description summarizes job requirements and duties and is not exhaustive.

If interested, click “Apply” to complete the application and follow CFA Institute for updates.

We are an Equal Opportunity Employer. We prohibit discrimination and harassment based on protected characteristics. We accommodate applicants with disabilities upon request.

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