Head - Customer Experience - B2C

- Mapping and analyzing the customer journey to identify areas for improvement and innovation

- Understand CRM, cloud telephony systems as well as comprehend what customer love and customer obsession stands for.

- Designing and implementing customer experience strategies that align with the company's brand and business goals

- Gathering and analyzing customer feedback from various channels to inform service enhancements

- Collaborating with marketing, sales, and product development teams to ensure a cohesive customer experience

- Leading customer experience initiatives and projects, from conception through to execution

- Training and guiding customer-facing staff to deliver high-quality service consistent with brand standards

- Monitoring customer satisfaction metrics, such as Net Promoter Score (NPS), and developing plans to improve them

- Managing and responding to customer complaints and service issues in a timely and empathetic manner

- Staying abreast of industry trends and customer service innovations to keep the company's experience competitive

- Creating and maintaining documentation on customer experience processes and policies

- Developing and managing a budget for customer experience improvements and initiatives

- Reporting to senior management on customer experience outcomes and proposing data-driven recommendations for strategic decisions