Customer Experience Director

Job Description

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility. We are waiting for you to continue this story.

Responsibilities:

• Work towards NPS Enhancement by addressing customer pain points and fostering memorable experiences.
• Drive Churn Reduction by identifying and mitigating factors leading to customer attrition, ensuring increased retention and satisfaction.
• Develop strategies to strengthen Customer Loyalty, fostering long-term relationships and enhancing lifetime value.
• Develop and implement an overarching CX strategy that aligns with SnappFood’s growth objectives and customer satisfaction targets.
• Foster a culture of excellence by implementing industry best practices and driving innovation in customer service delivery.
• Conduct Operational KPI Monitoring, such as NPS, churn rate, and customer satisfaction, on a daily, weekly, and monthly basis to identify inefficiencies and bottlenecks and uncover areas for improvement.
• Leverage analytics and market research to identify customer needs, behaviors, and trends, prioritize initiatives, and refine CX strategies to drive improvements in customer-centric order fulfillment and service delivery.
• Cross-departmental collaboration with marketing, product, operations, and logistics teams to eliminate silos and achieve CX initiatives and shared customer-centric objectives.

Benefits:

• Vouchers for vacations, gym, and therapy sessions.
• Complementary insurance.
• An educational platform of advanced courses.
• Snappfood's discount codes.
• Loans.

Requirements:

• Master's degree in Business Administration, Marketing, or a related field.
• 10+ years of progressive leadership experience in customer experience, service excellence, or a related field.
• Proven expertise in churn reduction, NPS improvement, and enhancing customer loyalty.
• Strong analytical skills for interpreting data and delivering actionable insights.
• Demonstrated ability to lead cross-departmental projects and achieve measurable results.
• Exceptional communication and leadership skills to influence and align stakeholders across all organizational levels.