Customer Experience Manager - October City(th), مصر - 2P Perfect Presentation

وصف

• Define and implement the best practices/related procedures for ensuring optimal customer experience
• Define, design & conduct the CX maturity assessment
• Define and design the digital channel experience quality assessments
• Design the related customer journeys and related service journeys
• Analyze the exciting CJ & SJ and identify the GAPs and potential improvement areas
• Define and design the CX index & VOC programs
• Conduct surveys to gather information on customer opinion of rendered services
• Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
• Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company
• Liaise with the production and creative departments to ensure delivery of high quality services
• Establish communication mediums through which customers can readily contact a company and vice versa
• Oversee the restructuring of an organization into a customer-focused establishment
• Prepare and manage annual budgets in achieving set objectives and goals
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations