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ManagerFull-timeAI
Salary Range
$129,200 - $174,800 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Experience Manager to join Lovehoney Group, the world’s leading sexual wellbeing company. This role will be integral to driving high-level performance across the organization, focusing on improving customer experience and satisfaction.
Key Responsibilities
- →Act as the primary advocate for the voice of the customer, ensuring customer feedback is gathered, analyzed, and integrated into organizational strategies
- →Analyze customer feedback, behavior, and touchpoints to identify opportunities to enhance the customer experience
- →Introduce, consolidate, and monitor the company’s customer satisfaction measurement system with metrics like NPS, Rating portals, CSAT, Product Reviews, Customer complaints, Social Media sentiments
- →Lead customer feedback training programs to build organizational awareness and accountability for customer satisfaction
- →Work closely with the Customer Retention and Customer Analytics teams to ensure insights are widely adopted and leveraged to create a top-notch customer experience
Requirements
- ✓5+ years of experience in customer experience, customer insights, or a similar role, ideally in the retail sector
- ✓Expertise in managing customer satisfaction tools and platforms, particularly with AI, and an analytical mindset with the ability to translate data into actionable strategies
- ✓Strong project management and problem-solving skills with a proven ability to collaborate across departments to achieve customer-focused outcomes
- ✓Exceptional communication and interpersonal skills to influence stakeholders and drive initiatives
- ✓Analytical mindset with the ability to translate data into actionable strategies
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