Customer Experience Senior Manager/Director
Streem Global
- Αθήνα
- Μόνιμη
- Πλήρης Απασχόληση
- Formulate and implement Customer journey strategies to achieve business objectives that drive customer growth, enhance customer experience, and build customer loyalty.
- Lead projects and tasks related to customer journey transformation and operation efficiency to achieve revenue growth and service excellence.
- Analyze customer feedback to identify areas for improvement and utilize observations and data in the development of recommendations to enhance processes and programs that will accelerate customer experience.
- Collaborate with cross- functional teams such as, sales operations and IT to ensure a cohesive customer experience.
- You will use data and analysis of customer feedback to develop and implement strategies to improve the overall customer experience across all touchpoints.
- Oversee the design and implementation of customer feedback surveys and other feedback mechanisms.
- Conduct regular training sessions and coaching to employees on delivering exceptional customer service.
- Oversee the design and implementation of customer feedback surveys and other feedback mechanisms.
- Ability to Develop and manage the Customer Experience framework, strategizing the consumer process and journey.
- Generate ideas to utilize digital platforms for enhancing customer communications, services, and experience.
- Customer oriented with excellent negotiation and influencing skills
- Excellent knowledge in business and strong analytical and decision-making skills
- Strong communication and interaction skills
- Make use of qualitative analytical skills to solve difficult problems and the ability to suggest well-reasoned solutions.
- Advanced business writing skills both in Greek and English
- Proven track record of successful implementation customer experience strategies and initiatives
- Ability to apply broad business judgment and acumen with proven recognized expertise in the Customer Experience specialty.
- A bachelor's and/or master’s degree in business administration, marketing, management, communications, or any other related field.
- Minimum 10 years of experience in customer service, customer experience, or managerial role.
- Proficiency in Microsoft Office, CRM software programs.
- Proven experience in similar positions
- Competitive remuneration package & annual bonus scheme plan.
- Life and medical insurance
- Provision of technological equipment
- Excellent career opportunities and learning development
- Modern and friendly working environment
- Working within an outstanding Team of experts in a dynamic and fast-growing organization