Customer Experience Senior Manager
Job Description
Purpose:
To effectively monitor the customer experience, collect feedback, measure satisfaction levels, track key customer experience metrics and analyze customer touchpoints throughout their lifetime with HS
Key Accountability Areas:
Customer Experience
Identify touch points during customer experience and analyze the current state of these touch points and how to improve them.
Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
Conduct customer interviews and surveys and report on insights
Regular communication with internal stakeholders such as customer care and other customer-facing teams to identify gaps and opportunities.
Raising red flags wherever the business process – billing, installation, or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company
Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
Work with the product and the technology teams to ensure seamless brand and buying experience with technology- be it the brand website or a self-service app
Design and implement customer retention programs to minimize churn and enhance long-term customer engagement.
Oversee customer service metrics, including response time, resolution rate, and CSAT, to drive continuous improvement.
Monitor competitor strategies and industry trends to ensure Hungerstation remains a leader in customer experience
Analyze internal company’s performance data and find out patterns that might affect the customer experience.
Prepare weekly, monthly, and annually data-based insights and report them to internal stakeholders.
Support internal stakeholders with data analytics when needed to help them improve areas that affect customer experience.
Lead and manage projects and programs with internal stakeholders to improve customer experience.
Strategy & Planning
Contribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions' heads.
Make critical decisions that support the Division's strategic and tactical direction.
Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.
Governance and Resilience
Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
Uphold a high-performance working environment and promote HS’s Values.
Knowledge and Experience
8 - 10 years of experience in customer experience, customer service, or operations,
Strong analytical skills with experience in customer feedback analysis, retention management, and process improvement.
Proficiency in CX tools, CRM software, and customer support platforms.
Excellent communication and leadership skills, with the ability to influence stakeholders.
Knowledge of food delivery or e-commerce industries is a plus.
Ability to work in a fast-paced, dynamic environment and drive results.
Strong project management skills with the ability to execute multiple initiatives simultaneously.
Experience in data-driven decision-making, customer segmentation, and personalization strategies.
Education and Certifications
Bachelor’s degree in Business Administration, or a relevant field is required.