E-Commerce Customer Success Manager İş İlanı
İşveren Hakkında
- İstanbul(Avr.)(Bağcılar)
- Holding / Şirketler Grubu
GENEL NİTELİKLER
- Minimum bachelor’s degree,
- At least 5 years of experience in a similar role in customer experience management,
- Customer-oriented mindset with the desire and ability to identify customer trouble spots,
- Advanced knowledge of improving customer experience processes, including data analysis,
- Strong communication and negotiation skills,
- Numerical and analytical skills with great attention to detail,
- Ability to take ownership and responsibility, proactively seek solutions and improvement opportunities,
- Adaptability and flexibility in how you support the team and business needs,
- Process oriented, proficient in problem solving and decision making.
İŞ TANIMI
- Designing end-to-end customer journeys with relevant teams based on customer insights,
- Regularly monitoring customer comments on NPS and app store ratings,
- Checking all relevant metrics to improve customer experience,
- Playing a key role in the creation of the CX strategy of FLO E-commerce and to be the guardian of all actions that touch the customer,
- Analyzing customer and ordering data through customer journeys, identify pain points and taking action for improvement,
- Initiating projects with cross-functional teams to investigate and resolve the root cause of customer experience deficiencies,
- Working closely with the Customer Service, Operations and Product teams to create a better customer experience,
- Developing projects that will improve the customer experience and following the actions to be taken by other teams,
- Following customer complaint trends and analyzing them for necessary action plans,
- Preparing the sound of customer presentations to the company.
