Description:
This role is for a global client and is work from home with the working hours of 10H00 - 19H00 Monday to Friday. You must be able to work from home and have the tools to do so, as well as the relevant experience.
Job Summary:
The Senior Customer Experience Manager will be responsible for championing customer satisfaction, brand reputation, and seamless customer interactions across all touchpoints. This role will focus on enhancing customer experiences by analyzing customer feedback, driving improvements, and ensuring our customer service team operates efficiently. The ideal candidate should have strong e-commerce experience, preferably in the supplement industry, and a deep understanding of Amazons review, return, and customer engagement policies.
Please note: This is not a Customer Service role.
Key Responsibilities:
Customer Experience & Reputation Management:
Champion the customer by identifying their needs and expectations across one or multiple product lines.
Map end-to-end customer experience touchpoints to identify gaps and areas for improvement.
Make recommendations on Product changes based on customer feedback
Drive the process to proactively mitigate negative reviews while maximizing positive feedback.
Oversee and optimize the review request process using various software tools, to improve ratings across platforms beyond Amazon (e.g., Trustpilot).
Work closely with Quality Assurance (QA) to identify recurring customer complaints and ensure necessary product improvements.
Experiment with Amazon return policies to enhance customer satisfaction while minimizing negative feedback.
Develop customer-facing brand messages for product labels and marketing materials to align with customer expectations.
Customer Service Team Management:
Manage and oversee the Customer Service (CS) team, ensuring efficient operations without direct involvement in day-to-day CS tasks.
Monitor and improve key metrics such as return rates, defective unit statuses, and response times.
Implement and refine metrics for measuring customer satisfaction beyond negative reviews, including Voice of the Customer insights, chat support trends, and Q&A engagement.
Align and influence cross-functional teams (marketing, operations, compliance) to enhance the overall customer experience.
Data-Driven Insights & Reporting:
Direct data collection, analysis, and insights to continuously improve the customer experience.
Establish and maintain dashboards and reporting structures to measure key CX metrics, including customer sentiment, return rates, and product-related inquiries.
Develop a reporting cadence to communicate CX performance to stakeholders, ensuring alignment with broader business goals.
Strategic Initiatives & Process Optimization: