Customer Experience Excellence “CXX” Lead

Job Location

Deadline

December 30, 2021

Department

Community Support

About the job

Job Brief


A CXX Lead to build and to achieve this function objectives of being enthusiastic about satisfying customers and making them feel valued, Making life easier for the customer, moving from providing the normal support to providing excellence and making them feel loyal. ensuring customer touch-point improvements, customer surveys measurement, experience programs ,first contact resolution of customer concerns, and improvements to existing products. That keeps them coming back.


Responsibilities & Duties

  • Identify our customers’ needs or customer segments and define the related strategy.

  • Set out and follow the performance objectives through the dashboards

  • Understanding and delivering on customer needs,

  • Setting the standards for support functions to ensure Timely response, delivery and resolution,

  • Ensuring resolving issues before the customer feels the pain,

  • Continually seeking to improve the B2B customer experience

  • Ensure the smooth execution of the order-to-delivery cycle in full conformity

  • Develop the Customer Care team taking care of the know-how transfer and the development of expertise. Implement organizational changes.

  • Set-up and agree support functions main KPIs calculation and Monitoring

  • Optimize product delivery (No delay, No Invoice Mistakes, No damages & No claims & On-Time)

  • Actively & continuously support stakeholders in process flow improvements.

  • Create vision and execute VOC strategy for end-to-end customer experience

  • Lead customer experience VOC program function, including measurement, governance, administration, reporting, analysis, insights and action

  • Create surveys, customer workshops and other forms of customer listening, analyze and learn from data,

  • Action on survey results by owners of customer experience key drivers.

Requirements

  • 5+ years applied experience “ Preferred E-commerce” with customer analytics; Experience reporting on trends and providing actionable insights to senior leaders and cross-functional teams and stakeholders.

  • Experience with the full range of VOC and NPS including: Focus Group testing,

  • Proficient knowledge and execution of Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other feedback collection metrics.

  • Experience in successful survey design and deployment, and in delivering on business objectives tied to quantitative and qualitative measurement.

  • Deep understanding of stakeholder management.