Customer Journey Manager

Habitt is seeking a personable, customer-focused, and results-driven Customer Journey Manager to join our dynamic retail team in Karachi.

The ideal candidate will be responsible for building long-term relationships with our customers by ensuring exceptional service, personalized engagement, and seamless sales experiences. If you are passionate about home décor, love engaging with people, and thrive in a fast-paced retail environment, we’d love to meet you!

Responsibilities:

• Map the entire customer journey and identify opportunities to improve satisfaction, conversion, and loyalty.
• Analyze customer feedback, behaviour, and pain points to drive continuous improvement initiatives.
• Collaborate with marketing, sales, and operations teams to create a consistent and seamless experience across all touchpoints (in-store, online, delivery, and post-sale).
• Develop and implement strategies to personalize customer interactions and communications.
• Monitor key performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates.
• Design and refine customer onboarding processes, loyalty programs, and after-sales support.
• Create detailed customer journey reports and dashboards for internal stakeholders.
• Stay informed about industry trends, customer expectations, and competitive benchmarks.
• Train staff on customer journey best practices and ensure a customer-first culture across the organization.

Experience: Min 3 years relevant experience in retail industry
Education: Minimum Bachelors
Requirements:

• Strong interpersonal and communication skills.
• Customer-first attitude with a passion.
• Energetic, confident, and team-oriented.
• Proficiency in basic computer operations and POS systems.

Job Type: Full-time

Pay: Rs120,000.00 - Rs150,000.00 per month

Application Question(s):

• Current salary
• Expected salary

Work Location: In person