Customer Experience Senior Manager

Overview

Job Description

Customer Experience

• Identify touch points during customer experience and analyze the current state of these touch points and how to improve them.
• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
• Conduct customer interviews and surveys and report on insights
• Regular communication with internal stakeholders such as customer care and other customer-facing teams to identify gaps and opportunities.
• Raising red flags wherever the business process – billing, installation, or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company
• Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
• Work with the product and the technology teams to ensure seamless brand and buying experience with technology- be it the brand website or a self-service app
• Design and implement customer retention programs to minimize churn and enhance long-term customer engagement.
• Oversee customer service metrics, including response time, resolution rate, and CSAT, to drive continuous improvement.
• Monitor competitor strategies and industry trends to ensure Hungerstation remains a leader in customer experience
• Analyze internal company’s performance data and find out patterns that might affect the customer experience.
• Prepare weekly, monthly, and annually data-based insights and report them to internal stakeholders.
• Support internal stakeholders with data analytics when needed to help them improve areas that affect customer experience.
• Lead and manage projects and programs with internal stakeholders to improve customer experience.

Strategy & Planning

• Contribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions' heads.
• Make critical decisions that support the Division's strategic and tactical direction.
• Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.
• Governance and Resilience
• Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
• Uphold a high-performance working environment and promote HS’s Values.

Qualifications

• Knowledge and Experience
• 8 - 10 years of experience in customer experience, customer service, or operations,
• Strong analytical skills with experience in customer feedback analysis, retention management, and process improvement.
• Proficiency in CX tools, CRM software, and customer support platforms.
• Excellent communication and leadership skills, with the ability to influence stakeholders.
• Knowledge of food delivery or e-commerce industries is a plus.
• Ability to work in a fast-paced, dynamic environment and drive results.
• Strong project management skills with the ability to execute multiple initiatives simultaneously.
• Experience in data-driven decision-making, customer segmentation, and personalization strategies.

Education and Certifications