Customer Experience Manager

Get ready to take your place on n11, an open market platform has made valuable contributions to the e-commerce sector since its establishment by bringing more than 300 thousand registered business partners to customers.

We are looking for "Customer Experience Manager” to join our team in Operation Department.

💼 What you’ll do?

• Develop strategies to deliver an excellent customer experience by continuously monitoring and analyzing every stage of customer interactions.
• Design and map customer journeys across mobile, web, call center, social media, and other touchpoints; create scripts to define the tone of interactions.
• Manage measurement tools such as NPS, CSAT, CES, and FCR; continuously monitor and interpret results, and develop improvement recommendations.
• Conduct root cause analyses to reduce customer complaints; update processes quickly, effectively, and customer-oriented; systematically integrate feedback-based actions into processes.
• Develop programs and campaigns to strengthen customer relationships and increase loyalty.
• Stay up to date with new technologies and implement innovative, personalized, and technology-driven customer experience practices.
• Collaborate effectively with all internal stakeholders to coordinate customer experience processes.
• Monitor industry trends and best practices to identify opportunities and contribute to business processes.
• Prepare and manage plans for customer experience projects and track the department’s budget.
• Regularly present customer experience reports to senior management and across the company; share action plans and progress.
• Lead and manage the customer experience team; oversee performance development and motivation processes.

✅ Who you are?

• Bachelor’s or Master’s degree from a relevant discipline
• Strong organizational and leadership skills
• 10+ years of professional experience, including at least 5 years in customer experience or related fields
• Experience in process design, customer journey mapping, and management
• Strong analytical thinking, data-driven decision-making, and problem-solving skills
• Strategic mindset with project management and leadership capabilities
• Innovative, customer-focused, and results-oriented approach
• Ability to develop projects in artificial intelligence, digitalization, and new technologies
• Proficiency in English

As n11.com, we care about your Personal Data Security. Please find the Personal Data Protection Information Notice from the link below.

https://n11scdn1.akamaized.net/custom/aydinlatma-metni/People-Aydinlatma-Metni.pdf