Customer Service Manager

2 weeks ago


Alexandria, Egypt Nexfit Full time

Are you ready to start a new adventure pioneering together with us? We are looking for a brilliant Customer service manager

We're looking for a Customer service manager to improve retention, engagement, and loyalty for our customers. This will be done by developing communication and content strategies to improve customer and prospect engagement.

**Responsabilities**:

- Improve customer retention, engagement, and loyalty
- Overall tracking of members' fitness progress
- Convert prospects to customers
- Develop data-driven trigger-based communications and newsletter communications for existing customers and prospects.
- Implementing a comprehensive onboarding members program and executing it.
- Ensure a high session show-up rate.
- Conducting client satisfaction surveys in coordination with the call center.
- Implementing a client referral program in coordination with the marketing manager.
- Resolving member issues in coordination with PT team lead and call center.
- Work within a cross-functional team to shape and execute an effective engagement strategy for existing customers and prospects, which is aligned with the goals of the business
- Ensure appropriate planning and management of each campaign, supporting timely, high-quality delivery and content,
- Collect customer research to develop business cases eg. Social sentiment, surveys, and customer reviews.
- Identify the requirements for each campaign and work to bring together the creative, data, product, and operational parts of execution.
- Determine success criteria for each campaign and rigorously analyze the results, suggesting improvements and testing new ideas
- Develop and manage the CRM test and learn a roadmap to improve retention
- Develop Regular CRM reporting
- Develop and execute 1 to 1 customer segmentation
- Hit sales target
- You will be a self-starter and have a proven track record of digital marketing
- Managed complex data-driven trigger-based communications and newsletter
- Good knowledge of google analytics and CRM service providers.

**Requirements**:

- 4+ years of experience in customer-facing customer success, account management, or strategic consulting organization. Software or education experience is a benefit.
- Proficient in Arabic & English (Written & Verbal)
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
- A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment
- Strong interpersonal skills and experience building internal and external relationships.
- Consistent track record of highly-professional customer service in a fast-paced, dynamic environment.
- Diplomacy, tact, and poise under pressure when working through customer issues.
- A fitness background is a plus.

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: E£1.00 - E£2.00 per month



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