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Responsibilities:

Develop and execute customer experience strategies that align with business objectives
Conduct customer research, and surveys, gather feedback, and analyze data to identify areas for improvement
Control live operations and make them always work efficiently
Responsible for the delivery of all orders in excellent conditions
Control thousands of movements/transactions per day
Answers customer inquiries via phone, email, and in person
Collaborate with cross-functional teams, including product, marketing, and operations, to design and implement customer-centric solutions
Develop and maintain customer journey maps, personas, and other CX tools
Analyze customer feedback and metrics to measure the effectiveness of CX initiatives
Identify and prioritize opportunities to improve customer satisfaction, loyalty, and retention
Develop business cases and proposals to support CX initiatives and investments
Communicate CX strategies, plans, and results to stakeholders, including senior leaders and external partners

Requirements:

Bachelor's degree in business administration, Marketing, or related field
2+ years of experience in customer experience, managing order fulfillment and delivery operations to ensure on-time delivery
Proven record of accomplishment in designing and implementing successful CX strategies
Excellent analytical, problem-solving, and communication skills
Ability to work collaboratively with cross-functional teams
Ease of use of Microsoft Office and a variety of tech platforms
Strong understanding of customer experience principles, methodologies, and tools
Experience with customer feedback and metrics analysis

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