استخدام cx manager

توضیحات آگهی

At Okala we re looking for a customer centric data driven and empathetic CX Manager to help us build a stronger and more consistent customer experience across the business
For us CX means seeing the business from the customer s point of view understanding the journey end to end identifying where the experience breaks and turning customer understanding into better priorities and decisions
You will work closely with Product Operations Growth Commercial Marketing Support and Strategy to make sure the customer perspective is reflected in the decisions that shape the business
Your Story Belongs Here
What You ll Be Doing
Define and lead the CX strategy in line with Okala s business priorities and end to end customer journey
Build and improve VoC feedback customer research and experience analytics systems
Define and track key CX metrics including NPS CSAT Retention Churn repeat behavior complaints and journey indicators and link them to business outcomes
Identify and prioritize key pain points friction points and experience gaps using journey mapping service blueprinting and process analysis
Identify gaps between intended and perceived customer value and turn insights into clear priorities and actions
Work cross functionally to improve critical journeys challenge assumptions and balance customer value business impact feasibility and resources
Lead CX innovation and strategic initiatives strengthen customer centric thinking and provide clear executive level reporting and recommendations
What You Bring
Strong strategic and systems thinking with a solid understanding of customer behavior and business fundamentals
Hands on experience in CX strategy experience improvement VoC customer research and performance monitoring
Strong knowledge of Customer Journey Design Service Blueprinting Process Optimization and customer research methods
Practical experience with key CX metrics and a clear understanding of their business implications
Strong analytical and problem solving skills with the ability to combine qualitative and quantitative signals and identify root causes
Ability to balance customer needs business priorities operational realities and resource constraints while influencing cross functional teams
Experience with CRM BI data visualization and analytical tools along with strong communication stakeholder management ownership and accountability
Recommended Qualifications
5 years of relevant experience in Customer Experience Customer Research Service Design Customer Strategy Product or related roles
Bachelor s degree in Management Marketing Business or a related field MBA is a plus
Experience in technology e commerce marketplace retail or other businesses with complex and multi channel customer journeys
Experience working with both qualitative research and quantitative data
Experience leading cross functional initiatives with measurable customer or business impact
Strong communication skills written and verbal
What Success Looks Like
Success in this role is not only about improving NPS or building more dashboards and journey maps
It means helping Okala
understand customers better and identify the right problems earlier
make better decisions based on customer evidence
remove friction from key journeys
improve perceived customer value
and strengthen trust satisfaction retention repeat usage and loyalty
شرکت اکالا توسعه تجارت الکترونیک کوروش Okala
دسته بندی پشتیبانی و امور مشتریان
نحوه همکاری تمام وقت
نوع همکاری حضوری
مدرک تحصیلی کارشناسی
سابقه کار سه تا شش سال
حقوق توافقی
جنسیت مهم نیست
مهارت ها CX مدیریت ارتباط با مشتریان ارتباط با مشتریان و پشتیبانی
شهر تهران تهران