Role Overview:The Customer Experience Manager will be responsible for ensuring a seamless, positive experience for all users of our classifieds platform. Reporting to the Head of UX, this role will focus on understanding and improving the end-to-end customer journey, driving customer satisfaction, and fostering long-term customer loyalty. The ideal candidate will be proactive, data-driven, and passionate about enhancing every touchpoint in the customer experience.
Key Responsibilities:- Customer Journey Mapping: Collaborate with the UX team to analyze and map the entire customer journey, identifying pain points and opportunities for enhancement.
- Feedback Collection & Analysis: Develop systems to regularly gather customer feedback through surveys, user interviews, and other tools. Analyze data to generate actionable insights.
- Cross-Department Collaboration: Work closely with UX, product, marketing, and customer support teams to ensure customer-centric improvements are prioritized and implemented effectively.
- Service Improvement Initiatives: Lead initiatives to improve customer service processes, including response times, issue resolution, and communication strategies.
- Performance Metrics: Establish and monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to measure the effectiveness of CX initiatives.
- Reporting & Insights: Regularly report on customer experience metrics and insights to the Head of UX, providing recommendations for strategic improvements.
Qualifications:- Bachelor’s degree in Business, Marketing, or a related field.
- 4+ years of experience in customer experience, customer service, or related roles, preferably in the tech or classifieds industry.
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate across teams.
- Experience with surveys, user interviews, and customer experience management tools and platforms.
- Passion for customer service and a deep understanding of customer needs and behavior.
- Ability to think strategically and execute methodically, balancing short-term actions with long-term goals.
Preferred Qualifications:- Experience in a digital marketplace or classifieds platform.
- Familiarity with UX/UI principles.
- Knowledge of customer journey mapping tools.
- Knowledge of flow diagram tools.