Customer Experience Manager

Our client who is a leading electronic payment service company in Iraq, Baghdad is looking for a "Customer Experience Manager" to be joining their team. A Customer Experience Manager is focused on overseeing and enhancing the overall experience of customers within a company. This position is critical in ensuring customer satisfaction, fostering customer loyalty, and driving business growth through positive customer engagement.

Statement of Duties:

• Operation Management
  Develop and implement strategies to improve the overall customer experience.
  Analyze customer feedback, market trends, and competitor strategies to inform customer experience enhancements.
  Collect and analyze customer feedback from various channels (surveys, social media, and customer service interactions) to identify areas for improvement.
  Implement regular customer satisfaction assessments and report findings to management.
  Create detailed customer journey maps to understand and enhance every touchpoint in the customer experience.
  Identify pain points in the customer journey and develop solutions to address them.
  Lead and train customer experience teams to deliver outstanding service.
  Foster a customer-centric culture within the organization.
  Collaborate with different departments (such as sales, marketing, and product development) to ensure a cohesive customer experience.
  Advocate for customers needs across the organization.
  Stay abreast of new trends and technologies in customer experience.
  Implement innovative tools and technologies to enhance the customer experience.
  
• Clients Management
  Address and resolve complex customer complaints and issues.
  Ensure timely and effective communication with customers across various platforms.
  
• Qualifications and Education Requirements
  A Bachelor's degree in Business Administration, Marketing, Public Communications, or a related field.
  
• Preferred Skills & Key Competencies
• Proven experience in customer service, customer experience, or a related role.
• Experience in managing teams and developing strategies.
• Certifications in customer experience management or related areas can be an asset.
• Language skills: English.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Analytical skills with a focus on data-driven decision-making.
• Ability to empathize with and understand customer needs.
• Proficiency in CRM software and customer experience tools.
• Ability to articulate design decisions and rationale to stakeholders.
• Seek out challenges and develop innovative solutions.