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Open position

HCM – Customer Experience Manager

Job description detail

JOB BRIEF: 

As Customer Experience Manager who will be responsible for conducting cross team projects that will impact the most positively the experience of customers at each step of their journey in a durable way. The CX will bring together task teams and deliver on prioritized initiatives that will add most value in a customer’s lifetime. 

 JOB RELATION: 

  • Direct superior: COO 
  • Direct reports: Customer Experience Staffs 
  • Major internal communication: All departments  
  • Major external communications: End Customers 

 

DETAILED JOB DESCRIPTION: 

  • Analyze customer pain points / needs among several cohorts to identify the most impactful initiatives to improve CLV. 
  • Benchmark leading actors in customer experience & understand the market to propose the best implementation of CLV initiatives for end customers. 
  • Create & manage CX project roadmap, and drive the initiatives to implement your vision. 
  • Coordinate task teams around CX initiatives from initiation to successful implementation. 
  • Modelize and implement programs that will improve organic acquisition and retention while fitting in the customers’ journey (loyalty, referral). 
  • Manage CS and CRM indirectly for any matter related to customer experience. 
  • Operate autonomously; drive programs end to end including business goals, technical solution (with the support of product team) and all customer and seller-facing aspects. 

Required experience/ Skill detail

  • Minimum 5 years of solid B2C and/or strategy background. 
  • Preferred master’s degree in business / economics / finance / marketing. 
  • Excellent project management skills, including demonstrated ability to think end-to-end, manage long-term projects and manage multiple projects simultaneously. 
  • Exceptional data management skills, SQL is a plus. 
  • Strong negotiation skills / ability to convince and influence teams. 
  • Strong ability to investigate problems at hand, dive deep to the root cause of a problem, find systematic gaps, support it with analytical data and finally address the issue. 
  • Strong listening and judgement skills to make wise decisions in the interest of the company. 
  • Result oriented, strong commitment to deliver expected outputs. 
  • Ability to learn and highly adaptive. 
  • Above average English both proficiency and comprehension. 

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