سرپرست پروژۀ تجربه مشتری

Job Description

Main objective: We are looking for an enthusiastic and dedicated project lead in customer experience and market research team, to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services. You will work closely with the marketing, product, and support team, helping enhance different functions performed in the best way. You will dive down into the business details and collaborate with the other team members and functions. Main responsibilities: ● Coordinate internal resources and third parties/vendors for the flawless execution of projects ● Ensure that all projects are delivered on time, within the scope, and within budget ● Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility ● Develop a detailed project plan to monitor and track progress ● Create and maintain comprehensive project documentation ● Develop and maintain quality control processes of projects. ● Evaluate program methodology and key data to ensure that data on the releases are accurate and the angle of the release is correct ● Resolve project scheduling and resource issues with cross-functional teams ● Track customer experiences across all channels, devices, and touchpoints. ● Collaborate with Marketing and the production, Operation, and Support teams to improve customer experience and brand position. ● Align customer experience strategies with marketing and business development initiatives. ● Identify customer needs and taking proactive steps to maintain positive experiences. ● Manage products to collect customer feedback on products and processes as well as preparing reports. ● Document processes and issues, as well as customer compliments and complaints.