Customer Experience Senior Manager
Core
Monitor customer experience, collect feedback, measure satisfaction levels, and analyze touchpoints throughout the customer lifetime to drive retention and seamless brand experiences.
Role type
Senior IC Customer Experience Manager
Builds
Customer retention programs, improved CX strategies, and data-driven insights for internal stakeholders
Domain
Food delivery / E-commerce
Deliverable
dashboards & analysis
Required skills
Customer feedback analysis, Retention management, Process improvement, Stakeholder influence, Project management, Data-driven decision-making, Customer segmentation, Personalization strategies, CRM proficiency, CX tools expertise
Preferred skills
Food delivery industry knowledge, E-commerce experience
Responsibilities
Identify and analyze customer touchpoints to improve the experience, Conduct customer interviews and surveys to gather insights, Oversee customer service metrics (response time, resolution rate, CSAT), Design and implement customer retention programs to minimize churn, Prepare data-based insights reports for internal stakeholders, Lead projects to align CX strategies with business goals
Seniority
Senior, hands-on IC
