Customer Experience Manager
il y a 1 semaine
Job Overview
The Customer Experience Manager is responsible for managing the entire customer experience, from purchase, use, and after-sales, ensuring customer satisfaction and brand loyalty. This position involves enhancing customer recognition and retention of the brand and products by optimizing the customer journey, designing training and service processes, and organizing customer engagement activities.
Key Responsibilities
Customer Experience Management
Design and optimize the customer journey, including purchase, unboxing, use, and after-sales service processes;
Monitor customer satisfaction, analyze feedback data, and propose improvement plans;
Work with the sales team to enhance service quality at all customer touchpoints.
Training and Support
Organize customer training, product demonstrations, and online engagement activities;
Support sales consultants and the after-sales team to improve service levels and professional competence.
Building Customer Relationships and Loyalty
Build and maintain high-value customer relationships, increasing repeat purchases and referrals;
Plan membership events, cooking classes, community activities, and other activities to enhance customer engagement.
Team Collaboration and Reporting
Work closely with marketing, sales, after-sales, and operations teams to drive cross-departmental customer experience projects.
Regularly report customer experience metrics and improvement progress to management.
Requirements
Bachelor's degree or higher in marketing, management, customer relations, or a related field.
3+ years of experience in customer experience, customer relations, or after-sales management, preferably with experience in smart home appliances or high-end consumer products.
Familiarity with customer experience management processes and tools, with the ability to analyze customer data and optimize processes.
Excellent communication and coordination skills, with the ability to drive cross-departmental projects.
Experience in organizing events, training, and running online communities is preferred.
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