Customer Experience Senior Manager

Purpose:

To effectively monitor the customer experience collect feedback measure satisfaction levels track key customer experience metrics and analyze customer touchpoints throughout their lifetime with HS

Key Accountability Areas:

Customer Experience

• Identify touch points during customer experience and analyze the current state of these touch points and how to improve them. 

• 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

• Conduct customer interviews and surveys and report on insights

• Regular communication with internal stakeholders such as customer care and other customer-facing teams to identify gaps and opportunities.

• 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

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

• Design and implement customer retention programs to minimize churn and enhance long-term customer engagement.

• Oversee customer service metrics including response time resolution rate and CSAT to drive continuous improvement.

• Monitor competitor strategies and industry trends to ensure Hungerstation remains a leader in customer experience

• Analyze internal companys performance data and find out patterns that might affect the customer experience. 

• Prepare weekly monthly and annually data-based insights and report them to internal stakeholders. 

• Support internal stakeholders with data analytics when needed to help them improve areas that affect customer experience. 

• Lead and manage projects and programs with internal stakeholders to improve customer experience.

Strategy & Planning

• Contribute to the development and execution of the Divisions ABCs and OKRs while ensuring alignment with other Functions heads. 

• Make critical decisions that support the Divisions strategic and tactical direction. 

• Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

Governance and Resilience

• Follow all relevant policies procedures and processes for the daily work to be carried out in a controlled and consistent manner. 

• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness. 

• Uphold a high-performance working environment and promote HSs Values.

Qualifications :

Knowledge and Experience

• 8 - 10 years of experience in customer experience customer service or operations 

• Strong analytical skills with experience in customer feedback analysis retention management and process improvement.

• Proficiency in CX tools CRM software and customer support platforms.

• Excellent communication and leadership skills with the ability to influence stakeholders.

• Knowledge of food delivery or e-commerce industries is a plus.

• Ability to work in a fast-paced dynamic environment and drive results.

• Strong project management skills with the ability to execute multiple initiatives simultaneously.

• Experience in data-driven decision-making customer segmentation and personalization strategies.

Education and Certifications

Bachelors degree in Business Administration or a relevant field is required.

Remote Work :

No

Employment Type :

Full-time