Experience Manager

2 weeks ago

Lahore, Punjab, Pakistan beBeeCustomer Full time 600,000 - 1,000,000

About Us

We operate in over 70 countries worldwide, offering fast, easy and door-to-door delivery services. Our team is dedicated to delivering an amazing experience for our customers.

Job Summary

This role will oversee performance analysis, optimization and process improvement suggestions for customer experience. You will use project management tools to track progress, escalate issues and report on key performance indicators (KPIs) to the leadership team.

Main Responsibilities

  • Oversee performance analysis, optimization and process improvement suggestions for customer experience.
  • Use project management tools to track progress, escalate issues and report on KPIs to the leadership team.
  • Identify areas for operational improvement and apply best practices to enhance customer experiences and streamline internal processes.
  • Own the implementation of service functions to address customer pain points across the pre, live and post-delivery stages.
  • Collaborate closely with cross-functional teams to drive customer touchpoint feedback analysis and recommend process improvements.
  • Manage internal stakeholders to set expectations and influence decisions.
  • Work with the Shared Service Centre to implement regional and global best practices for customer experience management.
  • Monitor and identify potential forces that impact customer satisfaction.

Requirements

  • 4+ years of experience in analytical roles, particularly in customer experience, support and operations management.
  • Hands-on experience delivering projects.
  • Ability to analyse data and use insights to drive decision-making and process improvement.
  • Proficiency in Excel and Google Workspace.

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