Senior Manager

3 days ago


Islamabad, Islamabad, Pakistan beBee Careers Full time

Job Title: Senior Manager - Customer Experience

Job Description:

We are seeking a seasoned professional to lead our customer experience efforts. The successful candidate will be responsible for developing and implementing customer experience strategies, analyzing customer feedback, and driving customer experience initiatives.

Customer Experience Strategy:

  • Develop and implement a comprehensive customer experience strategy that aligns with business objectives.
  • Lead cross-functional teams to drive customer experience initiatives and projects.

Customer Feedback Analysis:

  • Conduct thorough analysis of customer feedback and satisfaction data to identify key areas for improvement.
  • Develop and maintain regular reporting on key customer experience metrics.

Complaint Handling:

  • Ensure that customer complaints are handled effectively and efficiently, in line with industry best practices.
  • Work closely with Level-1 & Level-2 Teams to ensure timely resolution of customer issues and share feedback to improve procedures.

Process Optimization:

  • Identify opportunities for process optimization and develop effective solutions.
  • Work with relevant departments to refine complaint handling systems and workflows, ensuring an integrated and seamless experience across all customer interactions.

Eligibility Criteria:

  • Bachelor's degree in Business Administration or related field.
  • Minimum 8 years of experience in customer experience, customer service, sales & marketing or related domains.
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