Daraz-regional Head of Cxp-customer Care

1 dia atrás

Colombo, Brasil Alibaba Tempo inteiro

**Basic Infomation**- Department:

- Daraz- Degree:

- Bachelor- Work Experience:

- 10 year

** Job Description**

Key Responsibilities: Strategic Leadership: Develop and implement a comprehensive customer experience strategy that aligns with the company’s goals and enhances customer satisfaction and loyalty. Lead, mentor, and inspire the customer experience team to deliver exceptional service and outcomes. Customer Journey Optimization: Analyze the customer journey to identify pain points and opportunities for improvement. Design and implement initiatives that enhance the overall customer experience, ensuring consistency and excellence across all touchpoints. Cross-Functional Collaboration: Work closely with other departments, including Marketing, Sales, Product, and Operations, to ensure a seamless and integrated customer experience. Act as the voice of the customer within the organization, advocating for their needs and expectations. Performance and Analytics: Develop and monitor key performance indicators (KPIs) related to customer experience and use insights to drive continuous improvement. Utilize data analytics to understand customer behavior and feedback, translating these insights into actionable strategies. Customer Feedback and Advocacy: Establish and manage systems for capturing and analyzing customer feedback. Develop programs to increase customer engagement and advocacy, such as loyalty programs and referral incentives.

** Position Requirement**

Qualifications: Bachelor’s degree in Business Administration, Marketing, or a related field; Master’s degree preferred. Extensive experience in customer experience management, preferably within the e-commerce industry. Proven track record of developing and implementing successful customer experience strategies. Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficiency in data analysis and customer feedback tools. Creative problem-solving skills and a customer-first mindset. Atleast 10 years of proven work experience in a similar organization/set-up

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