Job Description

Job Category: Marketing
:
Key Responsibility:
Customer Experience Strategy & Execution
Develop and execute customer experience (CX) initiatives aligned with the company's customer-first vision.
Optimize the customer journey across in-store, online, and mobile channels for a seamless experience.
Implement customer engagement strategies to improve retention and satisfaction.
Customer Insights and Data Analytics
Conduct customer research, surveys, and feedback collection to gather insights on preferences and pain points.
Analyze customer satisfaction metrics (e.g., Net Promoter Score, Customer Satisfaction Score) to measure CX effectiveness.
Leverage data analytics to identify trends and areas for experience improvement.
Customer Journey Optimization
Map and enhance customer interactions across all touchpoints, ensuring brand consistency.
Work with operations, marketing, and digital teams to refine service design and personalized experiences.
Lead omnichannel initiatives that integrate physical and digital experiences.
Customer Engagement and Loyalty Programs
Develop and manage customer loyalty programs aimed at increasing retention and brand affinity.
Execute targeted engagement campaigns, personalized offers, and rewards to drive deeper customer connections
Use insights to refine loyalty strategies and enhance customer satisfaction.
Cross-Functional Collaboration
Partner with marketing, digital, operations, and analytics teams to ensure alignment on CX initiatives.
Support the development of customer-centric campaigns by integrating CX insights.
Coordinate with external vendors, consultants, and technology providers to implement CX solutions.
Process Improvement & Best Practices
Identify and implement process improvements to enhance efficiency and customer satisfaction.
Establish customer service standards and best practices to ensure a consistent experience.
Stay updated on industry trends, emerging technologies, and competitor strategies to drive innovation.
Performance Tracking & Reporting
Monitor CX performance metrics to evaluate the effectiveness of initiatives.
Prepare regular reports on customer satisfaction, engagement, and retention trends.
Provide insights for continuous improvement and strategic decision-making.
Desired Experience:
Bachelor's or Master's degree in Marketing, Business Administration, Customer Experience, or a related field.
7-10 years of experience in customer experience, service management, or consumer insights.
Strong expertise in customer analytics, service design, and omnichannel experience strategies.
Proven ability to manage customer engagement programs and loyalty initiatives.
Excellent stakeholder management, problem-solving, and project management skills.

Skills Required