JUNIOR MANAGEMENT POSITION – CUSTOMER EXPERIENCE (CX) & SERVICE QUALITY

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

Company Overview:

Our Client, a Karachi based company, seeks to appoint experienced professionals for the following role:

JUNIOR MANAGEMENT POSITION – CUSTOMER EXPERIENCE (CX) & SERVICE QUALITY

Role Purpose:

Supports the design and execution of Company's customer experience and service quality agenda across the retail network, contact center, and digital channels. Monitors service standards, manages voice‑of‑customer and complaint resolution programs, and converts customer insights into measurable service improvements — helping position Company as the most customer‑centric energy Company in Pakistan.

Key Responsibilities

• CX Programs – Assist in developing and executing the customer experience roadmap, including customer journey mapping and experience design across retail outlets, contact center, and digital touchpoints.
• Service Quality Standards – Implement and monitor service quality standards and SOPs across the retail network; plan and conduct service audits and mystery shopping programs, and track corrective actions to closure.
• Voice of Customer – Manage VOC programs — customer surveys, NPS/CSAT/CES tracking, and feedback analysis — and translate findings into actionable insight reports for management.
• Complaint Management – Oversee end‑to‑end complaint logging, escalation, and resolution across channels within defined turnaround times; perform root‑cause analysis to prevent recurrence.
• Data & Reporting – Maintain dashboards and periodic reports on CX and service quality KPIs; present trends, gaps, and improvement recommendations to stakeholders.
• Continuous Improvement – Identify process and experience gaps, coordinate cross‑functional fixes, and support digital CX initiatives such as the mobile app, loyalty program, and self‑service channels.
• Training & Capability – Support training and coaching of frontline and dealer staff on service standards, customer handling, and complaint resolution.
• Governance – Ensure compliance with Company policies and applicable requirements in all customer‑facing processes; perform additional responsibilities as assigned by management.

Key Performance Indicators:

• NPS, CSAT, and CES scores; customer retention and repeat‑visit indicators.
• Complaint resolution turnaround time, first‑contact resolution, and closure rates.
• Mystery shopping and service audit scores; service standard compliance across the network.
• Quality and timeliness of VOC insights, dashboards, and improvement initiatives delivered.

Key Working Relationships:

Internal: Category Brands team, Cards & NFR business team, Retail Operations and area teams, Corporate Communication & Digital, Procurement, Finance.

External: Creative, media, digital, and production agencies; POSM and activation vendors; co‑brand partner marketing teams.

Qualifications & Experience:

• Bachelor's or Master's degree (minimum 16 years of education) from an HEC‑recognized or reputable foreign university in Marketing, Business Administration, or a related discipline.
• Minimum 3 – 4 years of experience in brand management, marketing execution, or agency account management, among which 1 - 2 years related functional experience, preferably in financial services/cards, retail, QSR, FMCG, telecom, or energy retail.
• Hands‑on exposure to campaign coordination, artwork/production management, and marketing reporting; working knowledge of digital/social platforms and Excel/PowerPoint.

Key Competencies:

• Customer journey mapping, VOC program management, and NPS/CSAT measurement.
• Complaint management, escalation handling, and root‑cause analysis.
• Service audits, mystery shopping, and service standard implementation.
• Data analysis, dashboarding, and insight‑driven reporting.
• Strong communication, coordination, and cross‑functional stakeholder engagement.
• Customer‑centric mindset, attention to detail, problem‑solving, and ability to manage multiple priorities in a fast‑paced environment.

Candidate Shortlisting Criteria:

• Hands‑on experience running VOC, NPS/CSAT, or service quality measurement programs.
• Demonstrated multi‑channel complaint management within defined turnaround times.
• Track record of converting customer insights into implemented service improvements.
• Exposure to large retail, dealer, or service networks and cross‑functional coordination.

Age

• The candidate should preferably be not more than 33 years of age as of the last date of submission of application.