Customer Experience Manager (CX/UX)

About the position

Customer Experience Manager (CX/UX)
Customer Experience Manager (CX/UX)

Job Objectives

• Omnichannel Strategy Development
  • Assist in the design and implementation of the omnichannel strategy aligned with business goals and customer expectations.
  • Integrate digital and physical customer touchpoints, including e-commerce, mobile app, in-store services, and customer support.
  • Collaborate with stakeholders across teams (e.g., IT, Marketing, Operations) to align priorities and deliver unified experiences.
  
  


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  Customer Journey Mapping & Optimization
  
  • Develop and maintain detailed customer journey maps to identify pain points and improvement opportunities.
  • Lead initiatives to streamline transitions between channels, ensuring a cohesive experience.
  • Use data and insights to personalize customer journeys and increase engagement.
  
  


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  UX/UI Design Collaboration
  
  • Work closely with UX/UI teams to ensure all digital interfaces provide an intuitive and engaging experience.
  • Conduct usability testing to validate design decisions and identify areas for improvement.
  • Champion customer-centric design principles to ensure interfaces meet accessibility and inclusivity standards.
  
  


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  Commercial Strategy & Revenue Models
  
  • Collaborate with digital product teams to develop business cases for new initiatives, ensuring alignment with strategic goals.
  • Design revenue models and pricing strategies for digital products and services, focusing on maximizing profitability.
  • Identify opportunities to drive incremental revenue through digital channels, including upselling, cross-selling, and subscription models.
  
  


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  Performance Monitoring & Analytics
  
  • Define key performance indicators (KPIs) for omnichannel success (e.g., NPS, CSAT, channel performance, conversion rates).
  • Analyse customer behavior and feedback to measure the impact of initiatives and recommend enhancements.
  • Leverage analytics tools to monitor channel performance and ensure objectives are met.
  
  


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  Innovation & Technology Integration
  
  • Partner with IT and product teams to evaluate and implement new tools and technologies (e.g., CRM systems, AI chatbots, personalization platforms).
  • Stay informed about emerging trends in omnichannel retail and customer experience to recommend innovative solutions.
  
  


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  Team Collaboration & Leadership
  
  • Work closely with digital product and marketing teams to ensure consistency in messaging and branding.
  • Collaborate with in-store teams to ensure digital tools complement physical store interactions.
  • Provide leadership in customer experience projects and mentor team members where applicable.
  
  

Minimum Requirements
Job-Related Knowledge

• Understanding of customer journey mapping and digital product lifecycle management.
• Knowledge of digital transformation practices.
• Familiarity with e-commerce solutions within a retail environment.

Desired Skills:

• Customer
• Service
• Digital