Customer Experience Manager

Nets A/S; Milano; In loco; EUR 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

A leading digital payment company in Milan is seeking a Customer Experience Manager to enhance customer satisfaction and loyalty through strategic analysis and collaboration. The ideal candidate should possess strong analytical, communication, and customer-focused skills, and is eager to contribute to an innovative team. This role offers opportunities for professional development within a supportive international environment.

Servizi

Opportunities for professional growth

International collaborative environment

Access to ongoing training and development

Competenze

• Deep understanding of customer-centric practices and a passion for delivering exceptional customer experiences.
• Strong analytical and problem-solving skills with the ability to interpret customer data and feedback.
• Excellent verbal and written communication skills.

Mansioni

• Analyze and map the customer journey to identify touchpoints.
• Collect and analyze customer feedback through various channels.
• Work closely with cross-functional teams to ensure customer-centric processes.
• Monitor KPIs like NPS and CSAT to measure customer satisfaction.
• Foster a culture of customer advocacy within the company.
• Stay updated with industry trends in customer experience management.

Conoscenze

Customer focus

Analytical skills

Communication

Strumenti

CRM systems

Analytical tools

Descrizione del lavoro

Customer Experience Manager

Shape the Future of Payments with Nexi in 2025. Envision a world where every transaction feels effortless, safe, and connected. At Nexi, we’re leading this transformation, building tools and solutions that redefine how the world pays. By joining us, you’ll play a part in creating the next generation of digital payments in an innovative, supportive, and international environment.

Why This Role Is Right for You

As a Customer Experience Manager, you’ll join a collaborative and forward‑thinking team based in Milan / Copenhagen. Together, we work on ensuring that every touchpoint of the customer journey is engaging, and provides an excellent customer experience. Your primary objectives in this role include tracking and enhancing customer satisfaction, loyalty, and referral metrics.

About Your Future Role

In this position, you will:

• 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 excellent 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.

What Makes You a Great Fit

We’re looking for a driven and passionate professional who is eager to take on new challenges and continue growing with us.

Essential Qualifications:

• 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.

Even if you don’t check every box, your motivation, expertise, and commitment to learning could make all the difference.

• Experience in analyzing customer experience, processes, and standards.
• Familiarity with customer experience management tools, CRM systems, and analytics.
• Proficiency in English.

Even if you don’t check every box, your motivation, expertise, and commitment to learning could make all the difference.

What’s in it for You

• 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.

Diversity and Inclusion at Nexi

We are proud to be an equal opportunity employer: together, we succeed by embracing our differences and creating a future where everyone can thrive.

Your Next Step Starts Here

If this opportunity excites you, we’d love to hear your story. Submit your application today (even being an employee already, please upload a CV), and let’s shape the future of digital payments together!

Location

Italy