Customer Experience Manager
Earthlinktele, Iraq

A customer experience Manager is responsible for ensuring that our customers have a positive and memorable experience with our company. design, implement, and improve customer service strategies and programs that enhance customer satisfaction and loyalty, handle customer complaints, and analyze customer feedback. keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design or development, sales, marketing, account management and so on, to keep fine-tuning the customer’s experience.

Job Duties:

· Develop and achieve Customer Experience objectives and goals to support the organizational vision.

· Communicate and convert a customer experience vision and defined goals to stakeholders across the organization.

· Develop an annual business plan to incorporate the best CX practices to meet market and company needs.

· Serve as the primary point of contact for escalating advanced Customer issues with all related parties.

· Establish a reporting system and mechanism to highlight customer Insights/feedback and maintenance issues and route for related departments to devise permanent solutions.

· Gather data from customer touchpoints and suggestions for improvements, ensure relaying the information to related departments.

· Ensure targeted service and performance standards are achieved or exceeded.

· Execute tactical plans and initiatives that exceed customer expectations through best practice customer service standards resulting in increased customer satisfaction.

· Drive implementation of effective customer complaints resolution systems.

· Use data and insights to improve the overall customer experience and increase customer retention and loyalty.

· Establish and track metrics and key performance indicators for customer service across all touchpoints.

· Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey are plugged.

· Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements from purchase to product return to customer support.

· Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience

· Raising red flags wherever the business process billing, installation, or anything pre or post sales needs correction to ensure the customer has a seamless experience with the company.

· Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes.

· Collect, track, and analyze customer feedback and suggest improvements internally based on the insights gathered help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters.

· Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app.

· Initiate business value adds that can improve CX across journeys.

· Be up to date with the latest global CX management systems/reports.

Staff Management/Internal Processes:

· Review all internal work processes to ensure best CX implementation.

· Approve attendance records and ensure company policy is implemented in the section.

· Monitor and review the daily, weekly, monthly, and annual reports as per department guidelines.

· CX system management of all KPIs, statistics amp; reports.

· Track customer journeys through all systems to ensure seamless journey with ultimate satisfaction.

· Lead continuous improvement initiatives to review the process flow of touchpoints.

· Oversee Performance Results of each touchpoint compared to SLAs and propose plans for improvement.

Requirements

· Bachelor of Science in Computer/Telecom/Electric/Business Administration.

Job Rewards and Benefits