Customer Experience Manager at Koko Networks

Job Summary

KOKO Networks is looking for a Customer Experience Manager (CEM) who will leverage customer insight and collaborate with internal departments to define Customer Experience Strategy, and design and implement differentiated customer experiences and KPI’s to drive competitive differentiation, measurable customer satisfaction, and financial results. The CEM will address and resolve issues related to assessing how the sales, customer success, and service entities work together with operations to deliver a seamless consistent customer experience at every touch point.

Job Responsibilities    

• Work with each department to define a future state vision for the customer experience, and developing strategies aligned to that vision.
• Work with each department to understand/define/refine the customer experience and develop KPI’s based on insight into customer behaviors.
• Translate KPI’s into business rules that define how each type of interaction should be handled for each Customer situation.
• Work with each department to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.
• Analyzing customer feedback and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors.
• Designing customer experiences that reflect the customer strategy, enhance satisfaction, and are profitable.
• Train the Customer Service team on the customer experience process, tools, and rules of the road.
• Identifies potential improvements or content clarifications to call/email/ecommerce models and monitoring forms.
• Executing Customer Experience assessments and gap analyses.
• Scope, plan, track budget for producing the Customer Experience Lifecycle, touch-point Maps and Interaction points
• Provides actionable data to various internal support groups as needed and on time.

Qualifications Required

• Bachelors Degree
• 6 years’ experience with Customer Experience program management skill
• Demonstrated ability to drive across functional teams worldwide, including business and technology teams.
• Ability to analyze quantitatively, problem-solve, and scope business requirements.
• Excellent speaking-listening-writing skills, attention to details, proactive self-starter.
• Ability to build and give presentations to multiple levels within business as a storyteller
• Strong data analysis skills