x-kom sp. z o.o.

CX Manager

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SeniorOn-site·CzęstochowaFull-time

#392745·Dodano 3 miesiące temu·8

Źródło: x-kom

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Firma i stanowisko

x-kom is a group operating for over 20 years, focused on customer service and employee care as drivers of continuous growth. The role pertains to the Customer Experience area within this organization.

Wymagania

Several years of experience in Customer Experience within a large organization, preferably in retail, e-commerce, or omnichannel environments.
Responsibility for analyzing customer experiences, developing key journeys, and initiating improvements engaging various company areas.
Ability to demonstrate concrete changes and their impact on customers and business.
Ability to view the complete customer journey from first brand contact through purchase, order fulfillment, and post-sales service; to identify inconsistencies and areas for simplification.
Skilled in working with research results, customer feedback, and CX satisfaction, loyalty, and service quality indicators; ability to interpret results and connect data with the customer's voice.
Capability to provide business recommendations including identifying priorities, proposing solutions, and evaluating the effectiveness of implemented changes.
Experience in managing projects involving collaboration among multiple teams, establishing responsibilities and deadlines, monitoring progress, and delivering projects from diagnosis to implementation.
Strong collaboration and influence skills, able to communicate recommendations clearly, advocate for changes, enforce agreements, and escalate decisions.
Customer-oriented approach focusing on analyzing customer needs, process contexts, and communication clarity.
Self-reliance and initiative to prioritize and strengthen Customer Experience importance within the organization with assertiveness and persuasive power.
Comfortable presenting findings to process owners and management.

Obowiązki

Develop the customer experience for the x-kom group at major points of contact including digital channels, stores, order fulfillment, customer service, and post-sales.
Develop the Voice of Customer approach and organize information on customer needs, expectations, and problems using research results, feedback, and CX indicators.
Map and regularly analyze key customer journeys, identify main problems, and set priorities based on their impact on customer experience and business outcomes.
Combine quantitative data with qualitative customer voice, explain causes of changes in results and translate conclusions into specific recommendations for process owners.
Collaborate with analytics teams in developing ways to measure Customer Experience, define information needs, and interpret results.
Initiate and coordinate improvements in customer experience across online channels, stores, customer service, delivery, returns, complaints, and service.
Co-create and develop quality experience studies including the Mystery Shopper program and use their results for corrective and development actions.
Conduct regular process reviews with their owners, present key findings, agree on actions, and monitor the effects of implemented changes.
Coordinate initiatives requiring collaboration across multiple areas, ensure clear division of responsibilities, deadlines, and implementation, and escalate issues blocking customer experience improvements.
Verify materials and communications directed at customers, ensuring simple language, consistency, and adaptation to customer situations and needs.
Prepare regular summaries and recommendations for management, showing key CX challenges, progress of ongoing activities, and their impact on customers and business.
Design and conduct trainings and workshops to develop a customer-oriented approach among employees and leaders.
Develop initiatives to build a customer-first culture and be responsible for the organization and further development of CX Day.

Benefity

Stable workplace within a group operating over 20 years.
Opportunities for professional development through conferences, trainings, and workshops.
Collaborative environment valuing proactive employees with a broad business perspective.
Use of modern tools and technologies to improve work and decision-making.
Modern offices with a 4+1 work-from-office model promoting face-to-face contact, available in Warsaw or Częstochowa.

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x-kom sp. z o.o.

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