Customer Experience Manager Required in Dubai - Dubai

Customer Experience Manager Required in Dubai

The STARZPLAY team is expanding, and we’re looking for a Customer Experience Manager. In this role, you will report directly to the Chief Growth Officer and will be charged with taking STARZPLAY to the next level. As CX manager, you will be responsible for developing the voice of customer strategies covering customer journeys and experiences for new and existing products and services. Ensure that products/services and platforms conform to these requirements and validate through periodic customer interactions and surveys.

Key responsibilities:

Onboarding of the new subscribers
Increase engagement, churn prevention, and retention
Win-back of the churned users. Creating and executing retention campaigns
Oversee the development of the voice of customer strategies and ensure ongoing mapping of customer pain and delight points to accordingly design target customer journeys that provide excellence in customer experience and satisfaction
Continues measurement and improvement of customer satisfaction (NPS, CSAT, app ratings, QoS) — working with other departments to achieve that — content team, product, and tech team. Performs quantitative and qualitative analysis of internal and customer-facing processes, and customer interactions to identify improvement opportunities.
Establish and drive mechanisms to identify and address customer pain points. Solicits customer feedback and leverages it to advocate change across various departments in the organization. Collaborating with sales, marketing, customer service, and operations teams to improve the customer experience. Developing new ways to meet customers’ needs
Works with product and business teams to deep dive the root cause of anomalies and unfavorable trends, and drives resolution of issues to closure. Achieves this by creating business cases using the voice of the customer and CX data points to influence owning teams to deliver the change. Identifies and delivers experiments to improve customer experience. Doubles down on successful experiments and works with Product and Tech teams to scale them.
Overseeing the interactions between customers and key team members, such as Customer Service Representatives. Handling customer complaints with the team of CS representatives
Utilize customer relationship management (CRM) tools to manage customer relationships and reach the company’s business goals:
Driving CRM initiatives and execution of campaigns (planning, briefing, working with the creative team with execution)
Automated triggered and journey-based CRM campaigns
Mass and segmented manual campaigns. Acting as a liaison between the IT and CRM team to identify consumer segments to be targeted for campaigns
Working with IT to manage CRM systems and data warehousing
Maintaining and improving data management processes and accuracy. Partnering with different stakeholders to keep them informed about upcoming data management initiatives
Analyzing data to inform business development and campaigns
Create dashboards, reports, and metrics and prepares inputs weekly, monthly, and quarterly business reviews for senior leadership.

Requirements:

5+ years experience of working as a Customer Experience Manager or Product Manager
3+ years of experience working with CRM tools like CleverTap, MoEngage, SalesForce marketing cloud, Braze, etc.
Excellent critical thinking and judgment. Ability to think long-term and define strategy while also maintaining a focus on shorter-term tactical initiatives. Lead the strategic initiatives and, at the same time, be ready to roll up your sleeves to execute by yourself
Customer obsessed. Track record in understanding and advocating customer needs, and driving improvements on behalf of the customers
Pay attention to the details — from technical and product areas to what is on creatives we used for the CRM comms — ensure consistency of the branding and messages across various channels
Experience improving customer activation, engagement, and renewal outcomes in both mid-to low-touch formats
Product savvy – able to develop a strong understanding and technical knowledge in order to speak confidently to customers and communicate their needs to our team
Exceptional analytical skills. Comfortable working with large amounts of data and generating clear insights for leadership. Not afraid to get hands dirty into deep dives that identify root causes and outliers in CX trends. Ability to derive clear insights from complex data sets.
Advanced Excel skills and experience with other analytics tools and reporting suites.
Experience identifying and resolving complex issues. Will take initiative even under unfamiliar or ambiguous circumstances - solid sense of accountability and sound personal judgment.
Experience establishing and tracking program metrics and delivering a roadmap to improve them.

Why work at STARZPLAY?

At STARZPLAY we look for BOLD, CREATIVE and INNOVATIVE individuals that have a passion for technology. We offer a competitive compensation package and an environment that is constantly evolving and exposing you to new market trends and innovations while giving you a chance to contribute to our exciting platform. If you are a problem solver and visionary thinker then come join us at STARZPLAY!

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https://ae.linkedin.com/jobs/view/customer-experience-manager-at-starzplay-3401832406?

Posted on : 3 years ago, #134689, 29 views

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