Assistant Manager – Customer Experience

JOB SUMMARY:

The role’s key objective is to champion a culture of customer-centricity, ensuring that every touchpoint along the customer journey is optimized for satisfaction, loyalty, and advocacy. This is achieved by leveraging customer insights, data analysis, and industry best practices to identify opportunities for improvement and drive impactful projects.

KEY RESPONSIBILITY:

1. Collaborate with the Marketing Manager to plan, manage, and execute key organizational CX initiatives.
2. Lead and coordinate cross-functional teams to ensure timely and high-quality delivery of customer experience projects.
3. Monitor and assess customer feedback, using insights to propose and implement improvements.
4. Develop and maintain customer journey maps and related documentation to identify areas for improvement.
5. Work with the BPI team to identify and prioritize improvement of customer service, satisfaction, and retention processes.
6. Ensure alignment of CX initiatives with overall business goals and customer-centric strategies.
7. Develop and present regular reports on project progress, success metrics, and customer satisfaction.
8. Act as a CX ambassador, ensuring the customer perspective is integrated into the company's culture and decision-making processes.
9. Support the implementation of Customer Experience process improvements and optimization strategies,
10. Provide recommendations on adoption of business applications to improve customer experience.
11. Stay abreast of customer experience best practices, tools, and methodologies.

QUALIFICATIONS, EXPERIENCE AND SKILLS:

• Bachelor's degree in Marketing, Business Administration, or a related field.
• Minimum of 7-10 years of experience in customer experience, marketing, or related role.
• Proven experience managing customer-centric projects and initiatives.
• Strong knowledge of customer experience best practices, tools, and methodologies.
• Experience with customer journey mapping and designing seamless customer experiences.
• Excellent project management and organizational skills.
• Proficient in data analysis and reporting, translating data into actionable insights.
• Strong communicator with the ability to engage stakeholders at all levels.
• Proactive and organized, with an ability to manage multiple projects simultaneously.