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Jobinja | جابینجا | استخدام، آگهی استخدام، کاریابی، استخدامی جدید، بازار کار، نیازمندیها، ساخت رزومه رایگان، کار و استخدام دولتی، اشتغال، جستجوگر حرفه ای استخدام و شغل
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۱

خودرو45 | Khodro45

تاسیس در ۱۳۹۷ کامپیوتر، فناوری اطلاعات و اینترنت ۲۰۱ تا ۵۰۰ نفر www.khodro45.com

استخدام CX Manager

  • دسته‌بندی شغلی

    پشتیبانی و امور مشتریان

  • موقعیت مکانی

    تهران ، تهران

  • نوع همکاری

    تمام وقت

  • حداقل سابقه کار

    سه تا شش سال

  • حقوق

    توافقی

شرح موقعیت شغلی

About the Role:

As the CX Manager at Khodro45, you will play a pivotal role in revolutionizing the customer experience for every car seller, working directly with our CEO. You will take ownership of the entire customer journey—from pre-purchase to post-purchase—using data to correlate key performance indicators (KPIs) and customer behavior, ensuring a world-class experience.

Your mission is to ensure all touchpoints are engaging, efficient, and effective, driving higher customer satisfaction, loyalty, and referrals while reducing churn. By shaping the customer experience through strategic product, process, data, and people interventions, you will be the voice of the customer internally. Leading a dedicated team, you will manage communication, handle grievances, gather feedback, and cultivate a CX-obsessed culture at Khodro45.

Responsibilities:

  • Gather customer feedback through surveys, questionnaires, and online reviews.
  • Analyze customer reviews, complaints, and feedback to identify pain points and opportunities for improvement.
  • Create reports that highlight customer complaint trends and measure satisfaction levels over time.
  • Provide insights and reports to other departments regarding customer needs and expectations.
  • Design and manage touchpoints with customers, optimizing the customer journey.
  • Develop customer journey maps, identifying areas for enhancement.
  • Measure and track Net Promoter Score (NPS) and implement programs to address feedback.
  • Design and implement customer satisfaction surveys (CSAT), analyze responses, and take actionable steps.
  • Create a compelling vision for a world-class customer experience and establish clear roadmaps for internal teams.
  • Percolate CX metrics throughout the organization by defining and tracking CSAT indicators across channels.
  • Take ownership of every stage of the customer journey, ensuring comprehensive mapping, interfacing, and feedback measurement across various touchpoints including apps, tele-callers, third-party pickups, service executives, and customer support.
  • Proactively identify risks and failure points in the customer journey, collaborating with product, operations, and growth teams to mitigate issues.
  • Monitor escalations to ensure timely and appropriate service recovery.
  • Collaborate with the operations design team to continuously improve service standard operating procedures (SOPs).
Required Qualifications:

  • Bachelor’s degree in MBA, Industrial Engineering, Management Studies, or a related field.
  • Proven record in customer experience management, with a focus on creating and executing transformational customer experience journeys for high-growth companies.
  • Strong analytical skills and ability to interpret data to drive strategic decisions.
  • Excellent communication skills with the ability to influence and collaborate effectively across teams.
  • Extensive experience in stakeholder management.
  • Confident decision-maker, open to testing and learning for better customer outcomes.
  • Attention to detail in all aspects of process, product, people, and data.
  • Sense of empathy for the customer; act as the voice of the customer within the organization.
  • Ownership and bias-for-action mindset to deliver a superior customer experience at scale.
  • Leadership skills to influence and drive a culture of customer obsession across the organization.

معرفی شرکت

خودرو45 ابداع کننده سبکی جدید در معاملات خودرو کشور، با تکیه‌بر فناوری روز دنیا، فرآیند منحصربه فرد و توان بالای متخصصان خود در تلاش است به برترین و امن‌ترین شرکت تجارت خودرویی کشور تبدیل شود.

  • مهارت‌های مورد نیاز

    ارتباط با مشتریان و پشتیبانی مدیریت ارتباط با مشتریان

  • جنسیت

    مهم نیست

  • وضعیت نظام وظیفه

    مهم‌ نیست

  • حداقل مدرک تحصیلی

    کارشناسی

مشاغل مشابه
اطلاع‌رسانی از طریق ایمیل

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