Company Overview
UrbanVibes London is an emerging e-commerce enterprise committed to delivering exceptional products/services to our customers. As we continue to prioritize customer satisfaction and loyalty, we are seeking a dynamic and customer-focused Customer Experience Manager to lead our efforts in enhancing the overall customer experience.
Job Description
As the Customer Experience Manager, you will play a pivotal role in shaping and executing our customer experience strategy, driving improvements, and ensuring excellence at every touchpoint of the customer journey. You will collaborate closely with cross-functional teams to deliver seamless and memorable experiences for our customers.
Key Responsibilities
- Develop and implement the overall customer experience strategy, encompassing all customer touchpoints, including pre-sale, during the purchase process, and post-sale interactions.
- Lead and manage the customer experience team, including hiring, training, mentoring, and performance management, to cultivate a customer-centric culture and drive excellence in service delivery.
- Define and track key performance indicators (KPIs) and metrics to measure customer satisfaction, loyalty, and advocacy. Analyze data and feedback to identify areas for improvement and develop action plans accordingly.
- Collaborate with cross-functional teams, including marketing, sales, product development, and operations, to align customer experience initiatives with overall business objectives and customer needs.
- Implement customer feedback mechanisms, such as surveys, feedback forms, and customer reviews, to gather insights and feedback from customers and leverage this information to drive continuous improvement.
- Monitor customer service channels, including phone, email, chat, and social media, to ensure prompt and effective resolution of customer inquiries, complaints, and issues.
- Identify opportunities to streamline processes, remove friction points, and enhance the overall customer journey to increase customer satisfaction and loyalty.
- Stay informed about industry trends, emerging technologies, and best practices in customer experience management to identify opportunities for innovation and differentiation.
- Champion the voice of the customer within the organization, advocating for customer needs and preferences in decision-making processes and initiatives.
- Provide regular updates and insights to senior management on customer experience performance, trends, and opportunities, and collaborate on strategic decision-making and planning.
Qualifications
- Bachelor’s degree in Business Administration, Marketing, or related field (Master’s degree preferred).
- 3 years of experience in customer experience management or related roles, with a proven track record of driving improvements and delivering exceptional customer experiences.
- Deep understanding of customer experience principles, best practices, and methodologies.
- Strong leadership and management skills, with the ability to inspire and motivate teams to achieve ambitious goals and deliver exceptional results.
- Excellent communication, collaboration, and interpersonal skills, with the ability to work effectively across departments and with external partners.
- Analytical mindset with a data-driven approach to decision-making and problem-solving.
- Experience with customer service platforms, CRM systems, and analytics tools is preferred.
- [Any additional qualifications or requirements specific to the role or company].
How to Apply
Interested and qualified candidates should send CV to mysaverservices@gmail.com