Müşteri Deneyimi Yöneticisi

Gizli Firma

Job Description

The customer experience manager is a professional individual who organize, plan and monitor the company’s customer service department to ensure optimized interactions between the company and its clients. The job description entails developing and implementing strategies useful in improving customer relationships, dedication and satisfaction.

Customer experience manager is also responsible for overseeing the hiring and taring of customer experience personnel to ensure an effective workforce. He / or she collect, analyze and interpret customer interactions data to identify requirements and information useful in optimizing customer experience. Adjusting the company’s organizational structure to give more focus to customer service and experience.Job Responsibilities of a Customer Experience Manager

Below listed are the main job responsibilities of a customer experience manager:

·         Determining the KPIs and SLAs required for measuring customer needs, and measuring and reporting them, 

·         Review of all customer touchpoints; Establishing the requirements for the ideal customer channel experience and working with the relevant teams,

·         Create customer journey mapping, benchmark analysis with domestic and international examples of the journey of experience,

·         Create regular dashboards by customer modelling and profiling and present them. Periodically organizing performance studies (NPS, CSAT, etc.), analyzing the results, evaluating the findings with the relevant teams and determining the necessary improvement actions,

·         Interpreting and analyzing the information coming from different channels from the perspective of the customer, identifying appropriate process improvement areas and taking action,

·         Coordination to update customer communication data at the targeted level,

·         Carrying out actions and projects in accordance with the customer strategy plan in all channels,

·         Determining customer segments and strategies suitable for segments,
Creating a service model suitable for segment strategies and monitoring development,

·         To evaluate the customer experience holistically with all customer contact points and relevant internal systems / structures, to create a customer experience roadmap and action suggestions and to follow developments regularly for their implementation,

·         Ensuring that customer communication is carried out regularly, consistently and in integrity of language in line with customer expectations,

·         Continuous monitoring of the expectations, satisfaction level and attitude-behavior trend of existing and potential customers with market and customer researches and preparing an action plan according to the results,

·         Engaging in end-to-end processes in customer experience and journey designs, taking responsibility personally, embracing and following the work to the end,

 Qualifications: 

·         Bachelor's Degree from a reputable university preferably in Business, Industrial Engineering, Economics, Statistics or Econometrics,

·         At least 5 years of experience in creating customer-oriented strategies, experience journey mapping in a similar position,

·         Ability to assemble, analyze, understand integrated spread sheets and complex statistical information.

·         Analytical and strategic thinking; can take data, result, solution and customer-oriented improvement actions,

·         Have a natural tendency towards root cause analysis and process improvement,

·         Working in coordination with internal and external customers and having high negotiation skills,

·         Excellent communication skills both written and spoken in English and Turkish as well as strong presentation skills.

·         Prioritization skills necessary to meet deadlines.

·         Advanced proficiency in Excel and MS Office programs preferred.  

·         Net Promoter System (NPS) Knowledge and experience in NPS program management

·         Collaborative and able to operate at all levels of the business

·         Coordinating outsourcing teams effectively,

·         Creative and having a high desire to learn,

·         Project management experience is a must.

Years of Experience:

More than 5 years of experience

Level of education:

Bachelor’s(Graduate)

Languages:

English( Reading : Advanced, Writing : Advanced, Speaking : Advanced)