CUSTOMER EXPERIENCE COORDINATOR

Description

Job Summary: Responsible for developing and implementing CX strategies, mapping customer journeys, leading teams, and ensuring service quality. Key Highlights: 1. Team leadership and project management in Customer Experience 2. Customer journey development and optimization 3. Integrated collaboration with Marketing, Sales, and Product **Job Description:** ---------------------- Requirements Bachelor's degree in Administration, Marketing, Communications, Psychology, or related fields Experience in CX, customer service, or relationship management Experience leading teams and managing projects Knowledge of CRM, data analysis, and tools such as Zendesk, Salesforce, or Qualtrics Familiarity with metrics (NPS, CSAT, CES, churn) Proficiency in Microsoft Office and tools such as Trello or Asana Preferred Qualifications CX certifications (CCXP, CXPA) Experience with agile methodologies and design thinking Knowledge of UX and consumer behavior Responsibilities Develop and implement Customer Experience strategies aligned with organizational objectives Map and optimize the customer journey, identifying improvement opportunities Define, monitor, and analyze CX metrics (NPS, CSAT, CES, churn), generating insights for decision-making Lead and develop the CX team, fostering high performance and collaboration Ensure continuous team training and service quality Collaborate cross-functionally with Marketing, Sales, and Product Monitor customer feedback and propose continuous experience improvements Ensure SLA compliance and efficient resolution of requests Implement initiatives to enhance experience across all service channels Identify innovation opportunities and propose process and tool improvements Track market trends and best practices in Customer Experience **Employment Type:** -------------------------- CLT **People with Disabilities (PCD):** -------- NOT APPLICABLE **Benefits:** --------------- Co-payment medical plan; Meal allowance; Product discounts; Wellhub plans; On-site cafeteria **Work Location:** ---------------------- OFFICE **Working Hours:** ------------------------ 8 AM to 6 PM