Customer Experience Senior Manager HungerStation

Key Accountability Areas:

• Identify touch points during customer experience and analyze the current state of these touch points and how to improve them.

• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters

• Conduct customer interviews and surveys and report on insights

• Regular communication with internal stakeholders such as customer care and other customer-facing teams to identify gaps and opportunities.

• Raising red flags wherever the business process billing, installation, or anything pre or post sales needs correction to ensure the customer has a seamless experience with the company

• Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes

• Work with the product and the technology teams to ensure seamless brand and buying experience with technology- be it the brand website or a self-service app

• Design and implement customer retention programs to minimize churn and enhance long-term customer engagement.

• Oversee customer service metrics, including response time, resolution rate, and CSAT, to drive continuous improvement.

• Monitor competitor strategies and industry trends to ensure Hungerstation remains a leader in customer experience

• Analyze internal company s performance data and find out patterns that might affect the customer experience.

• Prepare weekly, monthly, and annually data-based insights and report them to internal stakeholders.

• Support internal stakeholders with data analytics when needed to help them improve areas that affect customer experience.

• Lead and manage projects and programs with internal stakeholders to improve customer experience.

Strategy & Planning

• Contribute to the development and execution of the Division s ABCs and OKRs, while ensuring alignment with other Functions' heads.

• Make critical decisions that support the Division's strategic and tactical direction.

• Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

Governance and Resilience

• Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.

• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.

• Uphold a high-performance working environment and promote HS s Values.