DEPARTMENT: MARKETING
REPORTING TO: MARKETING DIRECTOR
JOB SUMMARY / PURPOSE:
The Customer Experience Lead will
be responsible for shaping the strategic vision and drive the execution of all
aspects of the customer experience, including but not limited to marketing,
customer service, operations, product and delivery.
DUTIES AND RESPONSIBILITIES:
- Responsible for ensuring a best in class customer
experience for the Kune community.
- Ensure that our customer’s voice is represented across
all our organization’s departments.
- Run regular surveys and focus groups to collect
feedback from our customers and target audience, and transform them into
actionable insights.
- Partner with directors and heads of department to
improve customer excellence across the organization.
- Establish and improve key KPIs to assess customer
satisfaction across the organization.
- Draft, implement and oversee customer satisfaction
related processes.
- Oversee community management and hire an intern in
charge of interacting with our community on our social media platforms.
- Any other duties assigned.
JOB REQUIREMENTS:
- At least 4 years experience in customer experience
or in a business related field, preferably in a high-growth start-up or
consulting firm.
- Strong knowledge of customer experience best
practices.
- Extensive knowledge and understanding of
operations and marketing KPIs.
- High proficiency in Excel, Google Sheets,
PowerPoint.
- Strong project management skills, with the ability
to manage several projects and the willingness to bring structure to
undefined procedures.
- Knowledge of CRM tools.
PERSONAL ATTRIBUTES:
- A positive and can-do attitude.
- Innovative, operationally-minded and persuasive.
- Exceptional collaboration and listening ability.
- Determined to find and improve inefficiencies.
- Analytical mind and a strong interest into data
monitoring and analysis.
- Organized, structured and detail oriented.
- Exceptional problem-solving and analytical skills
combined with the ability to synthesize and effectively communicate findings
to different stakeholders.
- Ability to consistently deliver high-end results
in a short-time period.
How
To Apply
