Customer Experience Specialist
Sameday CourierCu normă întreagă Zi plină
- Minimum 1 year of experience in Customer Experience, preferably in a similar role or related fields.
- Solid User Experience (UX) skills to enhance customer interaction with SD technology ecosystem and produtcs.
- Experience in digital customer experience.
- Experience in product/service development in collaboration with technology, marketing, and project management teams.
- Spoken languages: Romanian and English (B2)
- Project management skills to initiate and implement continuous improvements in customer experience.
- Advanced skills in data analysis and interpretation of feedback to identify trends and improvement opportunities.
- Create and implement a customer experience strategy aligned with organizational objectives and directly responding to specific customer requirements.
- Collaborate closely with marketing, external creative agencies, and sales teams to define directions and initiatives supporting customer growth and loyalty.
- Continuously analyze customer feedback and data to identify opportunities for improving their experience.
- Develop innovative processes and systems to increase efficiency and provide a seamless customer experience.
- Create and manage customer loyalty programs, offering personalized benefits and rewards.
- Efficiently identify and address weak points throughout customer’s journey map.
- Monitor and periodically report KPIs related to customer experience and satisfaction.
- Collaborate closely with relevant departments to improve internal processes impacting the customer journey.
- Plan and implement projects for the continuous optimization of customer interactions.
- Develop and implement up-selling and cross-selling strategies to maximize the value of existing customers.
- Implement customer-oriented policies and practices.
- Develop and manage effective feedback processes to continuously improve the customer experience.
- Monitor industry trends to stay updated on best practices and innovations.
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