Customer Experience Manager

Karnameh Tehran

Posted 2 years ago

Job Description

We are looking for a customer experience manager to be responsible for managing all points of customer engagement (including Online and Offline channels) and also developing, implementing, and reviewing strategic plans for improving customer experience at all levels. Have responsibility for and ownership of Karnameh’s CRM system. Create, implement and improve QA/QC programs. and help us to create an omnichannel customer experience. Responsibilities: ● Create and implement strategic plans for improving customer experience at all levels. ● Oversee all aspects of the business to ensure compliance and improvement actions are implemented. Including CRM solutions, QA/QC, and Call Center units. ● Improve our business processes around conducting surveys and managing the customer feedback process. This will include postal surveys, one-to-one interviews and focus groups, and online methods of engagement, including the use of social media. ● Set customer journey standards and create action plans to improve them. ● Produce statistical data and analysis in relation to customer experience. ● Develop training programs and create continuous improvement culture in all related teams. ● Create an integrated image of all organizational messages at all points of customer engagement. ● Define the KPI of projects and continuously monitor key measurements. Benefits: ● Flexible working hours. ● Stock options. ● A dynamic working environment with an open, innovative, and performance-oriented culture. ● Supplementary health insurance. ● Various on-site entertainments. ● Competitive salary package.

Requirements

● At least three years of relevant work experience. ● Excellent interpersonal and communication skills. ● Time management skills. ● Detail-oriented and problem-solving skills.

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