Strategist for Excellent Customer Experience

2 days ago

Islamabad, Islamabad, Pakistan beBeeCustomer Full time 2,400,000 - 3,200,000
Lead Customer Experience Strategist

As a key member of our team, you will lead the development and implementation of customer experience strategies that drive business growth and customer satisfaction.

Key Responsibilities:

  • Collaborate with cross-functional teams to design and implement customer experience initiatives that align with company goals.
  • Develop and manage customer journey maps to identify opportunities for improvement and measure the effectiveness of CX initiatives.
  • Own the end-to-end customer lifecycle experience, including re-engineering processes, innovating customer service models, and driving exceptional customer satisfaction and efficiency of our operations.
  • Optimize contracts, performance, digital tools, and risk management processes through digitization and innovation.
  • Lead a lean customer service and operations team.
  • Handle complex and escalated customer service issues and coordinate customer service projects and initiatives.

Requirements and Qualifications:

  • At least 10+ years solid hands-on management experience in Customer Experience and Operations.
  • Led a team of more than 25 direct and indirect reports.
  • Experience in customer service and operations with focus on digital industries (e-commerce, tech).
  • Agile and competent in adapting to changes quickly.
  • Excellent understanding of customer lifecycle strategy, performance, and customer experience KPIs.
  • Excellent decision-making and influential skills.
  • Highly adept on process improvement methodologies.
  • Hands-on and dives deep into details.
  • Excellent communication and interpersonal skills with ability to work with all levels.

Benefits:

  • A unique opportunity to be a part of innovating the telecommunications industry.
  • Autonomy in the role and in managing your own portfolio.
  • Exposure to the fast-paced world of high-tech start-ups.
  • Working with passionate, smart, and driven colleagues in a vibrant environment.

About Us

We are a global technology company reimagining the telco industry with our innovative SaaS platform. We empower telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.

Our company operates two distinct businesses: a wholly-owned digital lifestyle telco brand based in Singapore, and a travel tech solutions provider specializing in seamless eSIM roaming for over 200 destinations.

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