Customer Experience Manager

Bachaa Party; Saddar Town; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to lead their CX initiatives. This role involves measuring and enhancing customer experience across various touchpoints, including stores and e-commerce platforms. The ideal candidate will have substantial experience in customer experience management, with a strong focus on leadership and analytical skills. You will inspire department heads to take action on improving CX and lead a dedicated team to ensure exceptional service. If you are a results-driven individual with a passion for customer satisfaction, this opportunity is perfect for you.

Qualifications

• 5-6 years of experience in customer experience, with 2-3 years in a managerial role.
• Strong analytical, leadership, and communication skills required.

Responsibilities

• Measure and analyze customer experience across all touchpoints.
• Lead the CX team to ensure exceptional service for all customers.
• Present findings to management and inspire improvements in CX.

Skills

Analytical Skills

Leadership Skills

Interpersonal Skills

Communication Skills

Team Player

Education

Bachelor's in Business or related field

Job description

- Measure CX at all customer touch points of the company, including stores, the company's website, social media, and e-commerce.
- Analyze the data gathered (feedback, complaints, etc.) and identify opportunities to further increase CX at all touch points.
- Present findings to respective departments and management on a weekly/monthly basis.
- Inspire and influence the department heads and managers to take initiative to enhance CX.
- Lead the CX team (Calls and Emails) to ensure all customers are catered with exceptional CX.

Job Specification

Requirements:

- Minimum Bachelor's in a Business or related field.
- 5 to 6 years of experience in customer experience; 2 to 3 years of experience in a managerial role is a must (Call Center preferred).
- Good analytical skills: able to understand numbers and trends.
- Strong leadership, interpersonal, and communication skills.
- An ideal candidate should be result-focused and a good team player.