Junior CX & Service Quality Manager

hrsi; Karachi Division; On-site; PKR 1,800,000 - 2,400,000; Full time

Job summary

hrsi is seeking a Junior Management position focusing on Customer Experience (CX) and Service Quality in Karachi. The incumbent will support design and execution of the CX agenda across retail, contact center, and digital channels.

Responsibilities include monitoring service standards, VOC programs, and complaint resolution, while translating insights into actionable improvements and dashboards for stakeholders.

Qualifications

• Bachelor's or Master's degree in Marketing, Business Admin or related field.
• 3–4 years experience in brand management, marketing execution, or agency accounts.
• Experience with campaign coordination, production management, and marketing reporting.

Responsibilities

• Develop and execute the customer experience roadmap across retail, contact center, and digital touchpoints.
• Monitor service standards and manage VOC, NPS/CSAT/CES tracking, and complaint resolution.
• Maintain dashboards and periodic reports on CX and service quality KPIs.
• Drive continuous improvement through cross-functional fixes and digital CX initiatives.
• Coach frontline staff on service standards and customer handling.

Skills

Customer journey mapping

VOC program management

NPS/CSAT measurement

Complaint management

Data analysis

Dashboarding

Cross-functional engagement

Communication

Education

Bachelor's or Master's degree (16 years education)

Tools

Excel

PowerPoint

Job description

hrsi is seeking a Junior Management position focusing on Customer Experience (CX) and Service Quality in Karachi. The incumbent will support design and execution of the CX agenda across retail, contact center, and digital channels.

Responsibilities include monitoring service standards, VOC programs, and complaint resolution, while translating insights into actionable improvements and dashboards for stakeholders.