PLEASE SUBMIT YOUR CV IN ENGLISH Job Description: Customer Experience (CX) Manager We are seeking a Customer Experience (CX) Manager to lead and optimize our customer experience strategies. This position plays a crucial role in ensuring a seamless, positive, and engaging journey for our customers across all touchpoints. As the CX Manager, you will oversee the design, implementation, and continuous improvement of customer-centric solutions to elevate satisfaction, loyalty, and overall experience. Key Responsibilities Develop and implement a customer experience strategy aligned with business goals. Lead initiatives to improve the customer journey, identifying pain points and opportunities for enhancement. Oversee and manage the implementation of CX tools and technologies. Analyze customer feedback, surveys, and data to identify trends and actionable insights. Collaborate with cross-functional teams, including Marketing, Sales, and Operations, to ensure a consistent and high-quality customer experience. Create, compile, and present weekly, monthly, and ad-hoc customer experience reports to stakeholders. Design and deliver training programs to empower team members with customer-centric skills and best practices. Monitor and manage customer service metrics, such as NPS, CSAT, and customer retention rates. Serve as the primary advocate for customer needs, ensuring their voice drives business decisions and improvements. Qualifications Bachelor's degree in business administration, Marketing, Communications, or a related field. Minimum of 5 years' experience in customer experience, customer service, or a related role, with leadership experience preferred. English proficiency (C1 level) – excellent verbal and written communication skills. Proven expertise in data analysis and customer insights tools, including CRM and survey platforms. Strong understanding of customer journey mapping and CX best practices. Excellent leadership, problem-solving, and decision-making skills. Proven ability to manage cross-functional teams and deliver projects on time. Exceptional organizational skills with a focus on continuous improvement and innovation. What We Offer A leadership role that drives meaningful impact by enhancing customer satisfaction and loyalty. A collaborative work environment fostering innovation and professional growth. Competitive compensation and benefits aligned with your expertise and contributions. We are looking for a visionary, customer-focused leader ready to make a significant impact. #J-18808-Ljbffr