CX Manager

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.

• 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.

• 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.