Customer Experience Senior Manager

Job Summary

This role is responsible for monitoring and enhancing the customer experience at HungerStation by collecting feedback, measuring satisfaction, and analyzing customer interactions throughout their journey.

Responsibilities

• Identify and analyze customer touchpoints to improve the overall experience.
• Gather, track, and analyze customer feedback to recommend internal improvements and measure metrics like NPS.
• Conduct customer interviews and surveys to extract insights.
• Communicate regularly with internal teams such as customer care to find gaps and opportunities.
• Flag issues in business processes affecting customer experience, including billing and sales stages.
• Align customer experience strategies with marketing and business objectives.
• Collaborate with product and technology teams to ensure a smooth brand and purchasing experience via digital platforms.
• Design and implement retention programs to reduce churn and boost long-term engagement.

Requirements

• 8 – 10 years of experience in customer experience, customer service, or operations.
• Strong analytical skills in customer feedback analysis, retention management, and process improvement.
• Proficiency with CX tools, CRM software, and customer support platforms.
• Excellent communication and leadership abilities to influence stakeholders.
• Knowledge of food delivery or e-commerce industries is a plus.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong project management skills to handle multiple initiatives simultaneously.
• Experience in data-driven decision-making, customer segmentation, and personalization strategies.
• Bachelor’s degree in Business Administration or a related field.

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