CX Manager

Job Description

At Okala, we’re looking for a customer-centric, data-driven, and empathetic CX Manager who
can turn insights into action and design experiences that truly matter.
In this role, you will lead the transformation of customer feedback into strategic initiatives —
bridging insights, execution, and culture — to ensure every interaction strengthens trust,
satisfaction, and loyalty.

Your Story Belongs Here.

What You’ll Be Doing :

Define and lead the organization-wide Customer Experience (CX) strategy aligned
with Okala’s business goals
• Build and execute systems for Voice of Customer (VoC), feedback management, and
experience analytics
• Design and optimize Customer Journey Maps and key touchpoints across products and
services
• Establish and monitor CX performance metrics — NPS, CSAT, Retention, and Churn
— and drive improvement plans
• Collaborate cross-functionally with Product, Marketing, Sales, and Support teams to
ensure seamless end-to-end experiences
• Lead CX innovation initiatives, bringing technology and data analytics to the heart of
customer experience
• Promote a customer-centric culture through internal training, awareness sessions, and
leadership communication
• Synthesize insights and pain points into actionable recommendations for executives and
decision-makers
• Manage strategic CX projects and ensure timely, data-based, and high-quality execution
• Prepare and deliver executive-level reports with clear performance stories and
improvement recommendations


What You Bring :

• Strategic and systems thinking with deep understanding of customer behavior
• Strong hands-on experience in CX strategy execution and performance monitoring
• Mastery in analyzing VoC data and turning insights into organizational change
• Excellent knowledge of Customer Journey Design, Service Blueprinting, and Process
Optimization
• Practical experience with CX metrics (NPS, CSAT, Churn) and their business
implications
• Proficiency in CRM, BI dashboards, and data visualization tools (Excel, Power BI,
etc.)
• Clear, structured communication with high persuasive ability for managing stakeholders
• Agility, accountability, and drive for continuous improvement
• Passionate about customer advocacy and long-term satisfaction

Recommended Qualifications :

• 7+ years of relevant professional experience in CX, Customer Research, or Service
Design
• Bachelor’s degree in Management, Marketing, or a related field (MBA preferred)
• Experience in tech or e-commerce environments with multi-channel operations
• Fluency in analytical and strategic frameworks for CX improvement
• Strong English fluency (written and verbal)

Why Okala?


Because at Okala, you’re not just maintaining systems — you’re helping power one of Iran’s leading online retail platforms.
With services across 200+ cities and millions of daily users, we move fast, learn continuously, and are always looking for smarter, more scalable solutions.



What You’ll Enjoy:


A dynamic and friendly work environment
Weekly gatherings: Mafia Night, Cinema Night & more
Access to practical and high-quality training programs
Free breakfast, commuting & lunch subsidies
Supplementary health insurance, in-house doctor, and parking
Birthday gifts, seasonal bonuses, and exclusive Okala discount codes

Ready to build, automate, and scale with us?
Let’s write the next chapter of success together.