Job Title: Customer Journey Manager
Job Description:
The Customer Journey Manager will oversee the entire post-purchase experience, ensuring seamless interactions with customers across various touchpoints. This includes developing and implementing strategies to enhance customer satisfaction, build strong relationships with internal stakeholders and external service providers, and maintain effective communication throughout the logistics process.
Main Responsibilities:
* Develop and execute customer-centric strategies to drive business growth and improve overall customer satisfaction.
* Maintain a deep understanding of customer needs and preferences, leveraging this insight to inform product development and improvement initiatives.
* Collaborate closely with cross-functional teams to ensure alignment and effective execution of customer experience strategies.
* Monitor and analyze key performance indicators (KPIs) to measure customer experience success and identify areas for improvement.
* Stay up-to-date with industry trends and emerging best practices in customer journey management to continuously enhance the post-purchase experience.
Requirements:
* Proven experience in customer experience management, preferably in the logistics or transportation sector.
* Excellent analytical, problem-solving, and communication skills, with the ability to effectively collaborate with diverse stakeholders.
* Strong understanding of customer behavior, motivations, and pain points, with the ability to apply this knowledge to drive business growth and improve customer satisfaction.
* Familiarity with data analysis tools and techniques, including KPI tracking and benchmarking.
* Demonstrated ability to think creatively and develop innovative solutions to complex problems.
* Proficiency in professional English and proficiency in a local language is essential.
About the Role:
This is an exciting opportunity to join our team as a Customer Journey Manager, where you will play a key role in shaping the post-purchase experience for our customers. If you are passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply.