Customer Experience Program Manager Sofia, Bulgaria / remote working possible EUR competitive - (posted Aug 5 2022)

Company: Forsta
Advertisers Ref: MrWeb/1899081
MrWeb Ref: 158454

Job Spec: The Project Manager Customer Experience (PMCX) supervises and oversees the strategy, planning, and execution of the organization's overall CX program. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints.

The PMCX is responsible for creating, managing, and executing the customer experience platform of the organization. He is required to regularly feed insights and recommendations within the oranisation and help the company continually achieve greater customer satisfaction, increased efficiency, and profitability.

The PMCX plays a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, NPS, customer retention, new business growth, and profitable turnovers.

Duties include:

• Serve as the lead for designing the customer experience program across multiple touchpoints in the customer journey
• Own the transactional and relationship (NPS) survey programs
• Generate insights from assessments and research data that translate to actionable strategies and tactics
• Responsible for development, management, and presentation of deliverables to internal teams and client stakeholders at management and executive levels
• Work closely with process improvement, marketing, operations and product teams
• Build and sustain strong client relationships acting as a trusted advisor
• Identify white space opportunities based on customer feedback and feed into Full Potential team.

Qualifications

• 5 years consulting in market research technology, digital transformation, or customer experience strategy
• Experience in project management, planning and execution of a research program
• Working knowledge of ConfirmIt/Decipher/Forsta platforms is a plus.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

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Who to contact: Apply online.

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