Position : Customer Experience Manager
Summary and Purpose of Role:
Optimize interactions from the customer’s perspective, fostering customer loyalty, and creating a customer centric strategy that encompasses all interactions. Be the voice of the customer, ensuring all functions are customer focused.
Areas of Responsibility Include:
Supervision:
Manage 2 streams: Call center and CRM
Job Role Responsibilities:
Develop CRM strategy to maximize benefit of all interactions with customers
Leverage marketing technologies to create a personal and relevant customer experience
Coordinate launch of loyalty program
Establish customer call center
Establish Mystery Shopper program, providing analytics and follow up on corrective actions with all functions
Provide timely reports on customer complaints/ suggestions and follow up on corrective actions with all function heads
Position Qualification
NOTES Knowledge
Min 5 year experience in similar position of CRM / loyalty
Knowledge of marketing (preferred)
Skill
Fluency in Azeri and English
Quality focus
Technology fluency
Driven by data
Problem solving
Liaison and networking skills
Positive attitude
Communication and influencing skills
Tenacity
Attributes
Good team player
Highly self-motivated
Calm, professional attitude and approach work
Able and willing to advice and support colleagues at all levels.
Reliable and trustworthy, with the ability to work unsupervised
Please, send your CV/Resume to [email protected] with “Customer Experience Manager” subject.
