Customer Experience Manager

Customer Experience Manager

Looking for a role where your insights matter? Join us as Customer Experience Manager and help shape our future with your expertise!

About the role

As a Customer Experience Manager, you will be the driving force behind embedding a customer-centric culture across the organization. Your mission is to ensure that the promises we make to our customers are consistently fulfilled across all business areas, in alignment with our strategy and customer journey.

You will be responsible for

• Leadership & Culture: Champion a customer-first mindset across the company. Inspire and support colleagues in continuously improving customer experience. Drive innovation by identifying and implementing new solutions.
• Feedback & Insights: Lead the analysis of customer feedback and complaints. Ensure timely and empathetic responses to customer concerns. Collaborate with teams to turn insights into actionable improvements.
• NPS & Experience Improvement: Monitor and improve Net Promoter Score (NPS) through practical initiatives. Consolidate and analyse feedback from all channels to identify root causes. Partner with departments to implement solutions that enhance customer satisfaction.
• Systems & Service Processes: Continuously evolve customer experience practices to serve as a strategic driver of business growth. Utilize customer insights to inform and refine sales and service processes, ensuring alignment with evolving customer needs and expectations. Deliver actionable, data-backed recommendations to enhance the customer journey across all touchpoints. Prioritize initiatives that not only improve customer satisfaction but also contribute directly to revenue growth and long-term customer value.
• Collaboration & Development: Work closely with internal teams to implement improvement actions. Contribute to and support team goals.

What do we expect from you?

• Proven experience in customer experience, service design, sales development, or a related field.
• Strong analytical skills and a data-driven mindset.
• Excellent communication and stakeholder management abilities.
• Passion for innovation and continuous improvement.
• Ability to lead cross-functional initiatives and manage projects.
• Excellent Lithuanian and English language skills.

Our promise to you

For stability

• Monthly salary from €3100 to €3600 gross, depending on candidate's qualifications and experience. Additionally, there is an annual bonus.
• We offer various financial benefits, including discounts on our products for both you and your family, special gifts for birthdays, among other perks.
• Our primary workplace is the office, but there is a possibility of hybrid work.
• Job location is in Vilnius.

For development

• Stimulating and exciting projects with the freedom to independently plan your tasks.
• Access to personal development and training opportunities.
• Experience a strong international company culture, including company events, captivating speakers, and other inspiring initiatives.

For wellbeing

• Prioritize your wellbeing with health insurance, additional vacation days, different activities in the office, and more.

In case you have any questions, you can contact your potential future leader – Head of Customer Experience and Development Indrek Puhm.

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