Tirane, ofrohet vend pune Customer Experience Manager
Tirane
Tipi
me orar te plote
Gjuha
anglisht
EPPC Albania on behalf of its client, is currently recruiting a Customer Experience Manager.
Major responsibilities:
Prepare and review with marketing all communications being delivered to the customers via SMS, emails, different campaigns etc;
Test and update frequently the texts/templates that impacts the User Experience in our online and digital channels (website, app);
Perform mystery shopping internally and externally to test the service level and be on track with competition;
Using segmentation and loyalty programs the person shall generate ideas how to attract and engage customers with the company ( via campaigns, Aftersales, etc);
Create/update all sales and Customer Experience scripts for the team and monitor closely the results with Quality Assurance team;
Participate in all group meetings related to projects and initiatives that deliver new releases on a weekly basis. Everything that impacts customer shall be reviewed from the Customer Experience Manager;
Monitor NPS results and be proactive in understanding the voice of customer and proposing ideas how to improve it;
Visits all branches quarterly to meet with employees and customers and listen to their voices. Prepare questionnaires to collect feedback, analyze and propose improvements;
Proactively in generating ideas how to improve processes, procedures, products in order to improve the Customer Experience;
Other initiatives related to customer experience.
Requirements for this position are:
Bachelor’s degree in Business Administration, Marketing, or a related field;
At least of 5 years of experience in customer service, customer experience management, or a related field;
Energetic and creative spirit;
Proactive and open personality as the person will be in contact with a dynamic environment with different cultures and background;
Ability to work in a team;
Excellent knowledge of English is a MUST.
How to apply:
To apply for this opportunity, please fill your application at:
You will be contacted only if your CV will be qualified.
www.eppc.al | aplikim.eppc.al
Tirane
Tipi
me orar te plote
Gjuha
anglisht
EPPC Albania on behalf of its client, is currently recruiting a Customer Experience Manager.
Major responsibilities:
Prepare and review with marketing all communications being delivered to the customers via SMS, emails, different campaigns etc;
Test and update frequently the texts/templates that impacts the User Experience in our online and digital channels (website, app);
Perform mystery shopping internally and externally to test the service level and be on track with competition;
Using segmentation and loyalty programs the person shall generate ideas how to attract and engage customers with the company ( via campaigns, Aftersales, etc);
Create/update all sales and Customer Experience scripts for the team and monitor closely the results with Quality Assurance team;
Participate in all group meetings related to projects and initiatives that deliver new releases on a weekly basis. Everything that impacts customer shall be reviewed from the Customer Experience Manager;
Monitor NPS results and be proactive in understanding the voice of customer and proposing ideas how to improve it;
Visits all branches quarterly to meet with employees and customers and listen to their voices. Prepare questionnaires to collect feedback, analyze and propose improvements;
Proactively in generating ideas how to improve processes, procedures, products in order to improve the Customer Experience;
Other initiatives related to customer experience.
Requirements for this position are:
Bachelor’s degree in Business Administration, Marketing, or a related field;
At least of 5 years of experience in customer service, customer experience management, or a related field;
Energetic and creative spirit;
Proactive and open personality as the person will be in contact with a dynamic environment with different cultures and background;
Ability to work in a team;
Excellent knowledge of English is a MUST.
How to apply:
To apply for this opportunity, please fill your application at:
You will be contacted only if your CV will be qualified.
www.eppc.al | aplikim.eppc.al