Ideal candidate is a data driven person, who thinks analytical and critical, and understands key touch-points and metrics of customers’ journeys and strives to lead a great and world-class customer experience.

• Able to map and understand the whole Journey of the customer, from pre-purchase to after purchase (A to Z experience of the Customer).
• Having a holistic view in business – preferably E-commerce.
• Understanding, Defining and doing QA for Business side KPI/KRs – affecting Customer Journey.
• Active participation in improvements of key CX metrics: NPS, Retention, CES, etc.
• Doing RCA to be able to propose second to none solutions for business stakeholders.
• Pro-active (and not reactive) approach and introduce initiative to improve satisfaction of each customer touch point and impact point.
• Creating sense of urgency in regards of importance of CX in whole business and shedding light on the issues for business stakeholders and their negative impacts in a data driven manner.
• Ability to communicate in an efficient way with all business stakeholders whom impact CX.
• Creating CSat/CES/NPS/Focus Group/VOC and other customer side metrics and feedback channels.
• Using customer/business data to detect possible CX improvements and customers’ pain points.
• Helping business stakeholders in the process of finding solutions.
• Setting KPIs/KRs to measure the impact of solutions/initiatives on CX-related metrics.
• Facilitating discussion, decision making, and conflict resolution
• Improving customer service procedures, policies and standards for your organization.

• Solid Conflict Management skill
• Ability to handle aggressive deadlines with agility
• Fluency in English is preferred
• Ability to perform well and productive in MS Word, PowerPoint
• Excellent Excel skill is a must
• Basic understanding of “UI/UX”, “programming” or “data base” is preferred
• Excellent written and verbal communication skills
• Absolute result-oriented and data driven approach
• Preferred education:  Bachelor or Master’s degree in MBA, Management, Economics, Computer Science, Marketing, Science Fields, etc.
• Minimum 2 years’ experience of working in Marketing, CS, CRM, Sales related field or as a PM. Understanding structured way of working using SLAs, SOPs and KPIs to achieve targets