Job Description

Job Title: Customer Experience (CX) Manager

Brief Summary

We are seeking a highly skilled and experienced Customer Experience (CX) Manager to lead our customer experience strategy and team. The successful candidate will be responsible for developing and implementing initiatives to enhance customer satisfaction, loyalty, and retention. The CX Manager will work closely with various departments to ensure that our customers receive a seamless and exceptional experience across all touchpoints.

Key Responsibilities

• Develop and implement a customer experience strategy that aligns with the company’s overall business objectives
• Lead and manage a team of customer experience professionals to achieve customer satisfaction and loyalty goals
• Conduct customer research and analyze feedback to identify areas for improvement and opportunities to exceed customer expectations
• Collaborate with cross-functional teams, including sales, marketing, and operations, to design and deliver exceptional customer experiences
• Develop and manage customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES)
• Identify and prioritize opportunities to improve customer experience, and develop business cases to support investment in CX initiatives
• Stay up-to-date with industry trends and best practices in customer experience, and apply this knowledge to continuously improve our CX strategy and operations

Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field from a reputable Ethiopian university
• Minimum 5 years of experience in customer experience, marketing, or a related field, with at least 2 years in a management role
• Proven track record of developing and implementing successful customer experience strategies that drive business results
• Strong leadership and management skills, with experience in leading high-performing teams
• Excellent communication, interpersonal, and problem-solving skills, with the ability to work effectively with stakeholders at all levels
• Strong analytical and data-driven skills, with experience in using data to inform customer experience decisions
• Certifications in customer experience, such as CCXP or CXPA, are an added advantage
• Fluency in Amharic and English is required, with knowledge of other local languages being an added advantage