
Location: Head Office Department: Marketing Reports to: Marketing Director
Direct reports:
Call Center Team Leader Customer Relations Management (CRM) Specialist
Position : Customer Experience Manager
Summary and Purpose of Role:
Optimize interactions from the customer’s perspective, fostering customer loyalty, and creating a customer centric strategy that encompasses all interactions. Be the voice of the customer, ensuring all functions are customer focused.
Areas of Responsibility Include:
Supervision:
Manage 2 streams: Call center and CRM
Job Role Responsibilities:
Develop CRM strategy to maximize benefit of all interactions with customers Leverage marketing technologies to create a personal and relevant customer experience Coordinate launch of loyalty program Establish customer call center Establish Mystery Shopper program, providing analytics and follow up on corrective actions with all functions Provide timely reports on customer complaints/ suggestions and follow up on corrective actions with all function heads
Position Qualification
NOTES Knowledge
Min 5 year experience in similar position of CRM / loyalty Knowledge of marketing (preferred)
Skill
Fluency in Azeri and English Quality focus Technology fluency Driven by data Problem solving Liaison and networking skills Positive attitude Communication and influencing skills Tenacity
Attributes
Good team player Highly self-motivated Calm, professional attitude and approach work Able and willing to advice and support colleagues at all levels. Reliable and trustworthy, with the ability to work unsupervised
Please, send your CV/Resume to hr@azerbaijansupermarket.com with "Customer Experience Manager" subject.
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