Customer Experience Manager

4 weeks ago


October Cityth, Egypt 2P Perfect Presentation Full time
  • Define and implement the best practices/related procedures for ensuring optimal customer experience
  • Define, design & conduct the CX maturity assessment
  • Define and design the digital channel experience quality assessments
  • Design the related customer journeys and related service journeys
  • Analyze the exciting CJ & SJ and identify the GAPs and potential improvement areas
  • Define and design the CX index & VOC programs
  • Conduct surveys to gather information on customer opinion of rendered services
  • Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
  • Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company
  • Liaise with the production and creative departments to ensure delivery of high quality services
  • Establish communication mediums through which customers can readily contact a company and vice versa
  • Oversee the restructuring of an organization into a customer-focused establishment
  • Prepare and manage annual budgets in achieving set objectives and goals
  • Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations


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