One of our clients is looking to recruit a Customer Experience Executive/Manager.
The main purpose is the following:
To help the company deliver a positive customer experience for their clients, this role will be responsible for managing and overseeing the entire customer journey, from initial planning through feedback, ensuring alignment with customer expectations. Additionally, the role includes designing and implementing customer experience initiatives, surveys, and campaigns.
Main Duties & Responsibilities:
- Oversee and evaluate the customer experience across all organisational touchpoints, identifying opportunities to enhance processes for the benefit of customers;
- Develop and track a customer experience improvement plan, including internal communication strategies to foster a customer-centric culture;
- Create and implement customer experience strategies and action plans aimed at boosting customer satisfaction and loyalty;
- Continuously manage the delivery of accurate, timely, and user-friendly service information;
- Coordinate and conduct research and surveys, analysing results to inform actionable improvement plans;
- Provide essential support for resolving customer complaints and escalations promptly and professionally;
- Create and maintain reports and dashboards that track customer experience metrics and performance across the organisation;
- Review internal operational and customer service procedures to ensure exceptional service aligned with established customer experience standards;
- Ensure alignment between the management of customer experience and employee experience policies within the company
Education & Qualifications:
- A degree in business, marketing, or a related field, and/or a minimum of two years of experience in customer service, customer experience, or customer success roles;
- Demonstrated success in delivering outstanding customer experiences and enhancing customer satisfaction and retention
Experience:
- Experience in the transportation and/or hospitality industry is considered advantageous;
- Experience in implementing or managing Voice of the Customer (VOC) programs within organizations;
- Proficiency in both written and spoken English;
- Knowledge of the Maltese language would be beneficial for this role.
The candidate should be:
- Customer Focus, Problem Analysis & Adaptability;
- In-depth understanding of Customer Experience principles, tools, and methodologies;
- Proven ability to thrive in a dynamic and challenging environment;
- Strong collaboration skills
This position offers a competitive package of up to €45k, along with a variety of benefits. The company is dedicated to fostering a positive employee experience, consistently organising initiatives throughout the year to support and engage its team.
If the above positions are not for you but know someone who might be interested, refer a friend to StreetHR and receive up to €300 upon successful placement. Terms and Conditions apply. Speak to us for more information on careers@streethr.com.mt