Customer Experience Manager

Customer Experience Manager

Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience all together to provide a one-stop-shop for delivery solutions.

We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.

About the role:

We are looking for a highly analytical and execution-driven NPS & Customer Experience Projects Manager to lead end-to-end initiatives that drive measurable improvement in Net Promoter Score (NPS) and overall customer experience.

This role will work cross-functionally with Operations, Tech, Product, Commercial, Finance, and Customer Service to identify pain points, design data-backed solutions, and ensure disciplined execution of improvement projects across the organization.

The ideal candidate combines strong data analytics expertise with structured project management capabilities and a deep understanding of customer-centric transformation.

Job Responsibilities:

• Own NPS performance tracking, analysis, and reporting.
• Identify key drivers of promoters, passives, and detractors.
• Build deep-dive analysis on root causes impacting NPS.
• Translate customer feedback into structured improvement roadmaps.
• Develop predictive insights linking NPS to CR, CSAT, and operational KPIs.
• Lead cross-functional CX improvement initiatives from ideation to execution.
• Define clear problem statements, scope, timelines, and success metrics.
• Align stakeholders across Tech, Ops, Commercial, and CS.
• Ensure on-time and on-budget project delivery.
• Track impact using structured KPI measurement.
• Build dashboards connecting NPS with operational metrics.
• Conduct cohort analysis and segmentation studies.
• Identify patterns in complaints, delays, damages, and merchant churn.
• Monitor performance vs. targets and escalate risks proactively.
• Quantify financial impact of CX initiatives (cost savings, churn reduction, revenue uplift).
• Act as a bridge between CX and all other departments.
• Run weekly/monthly governance forums for CX performance.
• Ensure accountability across stakeholders.
• Document action plans and track closure rates.
• Support leadership with executive-level presentations.
• Identify systemic gaps affecting customer trust.
• Lead reliability-focused initiatives reducing recurring complaints.
• Implement structured root-cause analysis frameworks (5 Whys, Pareto, etc.).
• Build scalable processes rather than case-by-case fixes.

Job Qualifications:

• Bachelor's degree in Business, Engineering, Data, or related field
• Lean Six Sigma certification is a plus
• PMP or formal project management certification preferred
• 5–8 years of experience in Customer Experience, Business Excellence, Data Analytics, Consulting, or Project Management
• Proven experience leading cross-functional projects
• Experience working with large datasets and KPI-driven environments
• Advanced Excel (mandatory)
• SQL (strongly preferred)
• Dashboarding tools (Power BI / Tableau / Looker)
• Strong data storytelling skills
• Financial modeling and ROI calculation