Customer Experience Manager

Commerce - Wholesale/ Retail / E-Commerce

Nombre de postes vacants

1

Type d'emploi

À temps plein

Responsabilités

  • Customer Journey Mapping: Analyze customer touchpoints and map the entire customer journey to identify areas for improvement and ensure a consistent experience.
  • Strategy Development: Develop and implement customer experience strategies that align with the company’s overall business objectives.
  • Customer Feedback Management: Collect and analyze customer feedback from various channels (surveys, reviews, complaints) to understand pain points and improve services.
  • Team Leadership: Lead and manage customer service teams to ensure high levels of customer satisfaction and performance. This includes training, mentoring, and performance management.
  • Process Improvement: Identify inefficiencies in customer service processes and recommend improvements to enhance the overall customer experience.
  • Customer Retention: Develop and execute customer retention strategies to increase loyalty and reduce churn.
  • Data Analysis: Use data to monitor customer satisfaction metrics (e.g., NPS, CSAT) and drive actionable insights for continuous improvement.
  • Cross-functional Collaboration: Work closely with sales, marketing, product development, and other departments to ensure that customer needs are integrated into product and service offerings.
  • Customer Issue Resolution: Oversee and manage the resolution of customer complaints and escalated issues to ensure timely and satisfactory outcomes.
  • Digital Customer Experience: Ensure that the company’s online platforms provide an intuitive and positive user experience, including websites, apps, and customer portals.
  • Reporting: Regularly report to senior management on key metrics related to customer satisfaction, retention, and feedback.

    • Exigences scolaires

    Bachelor’s degree in Business Administration, Marketing, or a related field.

    Expérience requise

    Proven experience 2-3 years in customer experience management, customer service, or related roles.

    Exigences supplémentaires

  • Familiarity with customer experience management .
  • Knowledge of  digital customer experiences.
  • Experience in developing and leading customer-centric projects.

    • Rémunération et autres avantages

    Based on company policy

    Lieu de travail

    Dar es salaam, Dar es salaam,

    Résumé du travail

    Publié le : 10 septembre 2024

    Date limite : 05 décembre 2024

    Nombre de postes vacants : 1

    Type d'emploi : À temps plein

    Niveau d'expérience : Niveau junior

    Genre : Homme ou femme

    Lieu de travail : Dar es salaam, Dar es salaam,