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.