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Customer Experience Manager
vor 2 Monaten
About the Role:
We are seeking a highly skilled Customer Experience Manager to join our team at MediaMarktSaturn Retail Group. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences across all touchpoints.
Key Responsibilities:
- Analyze Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and develop strategies to enhance customer satisfaction.
- Implement Service Strategy: Collaborate with market management to implement our national service strategy and ensure seamless execution.
- Customer Communication: Handle customer inquiries and escalations, providing timely and effective solutions to resolve issues.
- Feedback Management: Manage the feedback process, including NPS and social media activities, to ensure customer concerns are addressed promptly.
- Team Leadership: Lead and train your team, ensuring they have the necessary skills and knowledge to deliver exceptional customer experiences.
- Operational Efficiency: Organize and plan the customer service team to meet varying customer frequencies, ensuring efficient and effective service delivery.
Requirements:
- Education and Experience: Successful completion of a service-oriented vocational training and/or a degree with a focus on trade/marketing, combined with several years of experience in trade with excellent service understanding.
- Industry Knowledge: Knowledge and interest in products and trends in the Consumer Electronics industry.
- Leadership Skills: Strong leadership skills, with the ability to motivate and train your team.
- Communication Skills: Excellent communication and analytical skills, with the ability to implement solutions effectively.
- Availability: Willingness to support the team in the afternoons/evenings and on Saturdays.
