support

6 days ago

Cairo, Cairo, Egypt Glamera Full time 120,000 - 240,000 per year

Join us: Customer Experience Manager at Glamera

About Glamera

Glamera is a leading B2B SaaS platform designed to revolutionize the beauty, wellness, and fitness industry.

About the Role

As a Customer Experience Manager at Glamera, you will be the driving force behind ensuring seamless customer journeys, enhancing satisfaction, and maximizing customer lifetime value.

Responsibilities

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Onboard Customers

  • Lead the onboarding process by ensuring a smooth transition for new customers.

  • Set customer expectations and ensure proper documentation for activation.

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Manage Accounts

  • Monitor customer usage and ensure active engagement with the platform.

  • Develop customer touchpoints to enhance experience and minimize churn.

  • Identify inactive accounts and implement re-engagement strategies.

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Develop a Channel Plan & Handle Escalations

  • Establish structured communication channels for customer inquiries.

  • Manage escalations, ensuring timely resolution of customer issues.

  • Work cross-functionally with internal teams to improve customer support efficiency.

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Drive Up-Selling & Cross-Selling Opportunities

  • Identify opportunities for customers to maximize their platform benefits.

  • Recommend additional features and services to increase customer value.

  • Develop strategies to increase revenue through up-selling and cross-selling.

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Provide Customer Guidance & hashtag
Strategic Support

  • Act as a trusted advisor, ensuring customers achieve their business goals with Glamera.

  • Conduct regular performance reviews and customer satisfaction assessments.

  • Align platform capabilities with customer needs to drive long-term retention.

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Optimize Key Customer Experience Metrics
  • Track and analyze key CX metrics such as:


• Customer Engagement Score (CEC) – Measure interaction and satisfaction levels.


• Lifetime Value (LTV) – Assess long-term customer profitability.


• Churn Rate – Identify and mitigate risks of customer drop-off.


• Retention Rate – Ensure long-term loyalty and customer satisfaction.

  • Use insights from data to enhance customer journey and experience.

Requirements

  • Proven experience in customer experience, customer success, or account management roles.

  • A strong understanding of SaaS & B2B industries, within the Gulf region is a Must.

  • Familiarity with analytical tools to measure CX metrics (CEC, LTV, churn rate, retention rate).

  • Knowledge of Standard Operating Procedures (SOPs) in customer engagement and experience.

  • Excellent problem-solving, communication, and leadership skills.

  • Ability to strategize and implement data-driven customer retention solutions.

How to Join Glamera

Interested candidates can apply by sending their updated CV to Use the subject line: Customer Experience Manager + Your Name.

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