[ep & partners consultancy sh.p.k]

Tirane

Tipi

1. me orar te plote

Fusha | Profili i punes

1. Marketing
2. Menaxhim Biznesi

Gjuha

1. anglisht

Eksperienca

vetem me eksperience

EPPC Albania on behalf of its client, is currently recruiting a Customer Experience Manager.

Major responsibilities:

• Prepare and review with marketing all communications being delivered to the customers via SMS, emails, different campaigns etc;
• Test and update frequently the texts/templates that impacts the User Experience in our online and digital channels (website, app);
• Perform mystery shopping internally and externally to test the service level and be on track with competition;
• Using segmentation and loyalty programs the person shall generate ideas how to attract and engage customers with the company ( via campaigns, Aftersales, etc);
• Create/update all sales and Customer Experience scripts for the team and monitor closely the results with Quality Assurance team;
• Participate in all group meetings related to projects and initiatives that deliver new releases on a weekly basis. Everything that impacts customer shall be reviewed from the Customer Experience Manager;
• Monitor NPS results and be proactive in understanding the voice of customer and proposing ideas how to improve it;
• Visits all branches quarterly to meet with employees and customers and listen to their voices. Prepare questionnaires to collect feedback, analyze and propose improvements;
• Proactively in generating ideas how to improve processes, procedures, products in order to improve the Customer Experience;
• Other initiatives related to customer experience.

Requirements for this position are:

• Bachelor’s degree in Business Administration, Marketing, or a related field;
• At least of 5 years of experience in customer service, customer experience management, or a related field;
• Energetic and creative spirit;
• Proactive and open personality as the person will be in contact with a dynamic environment with different cultures and background;
• Ability to work in a team;
• Excellent knowledge of English is a MUST.

How to apply:
To apply for this opportunity, please fill your application at:
https://aplikim.eppc.al
You will be contacted only if your CV will be qualified.