2 месяца назад
Customer Happiness Transformation Lead (E-commerce)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Happiness Transformation Lead (E-commerce): Defining and driving customer happiness strategy across the full customer journey with an accent on Voice of Customer, customer experience measurement, and cross-functional transformation. Focus on analyzing behavioral and service data, identifying customer pain points, improving NPS, CSAT, CES and sentiment metrics, and embedding customer-centric practices across Support, UX, and Product teams.
Location: Warsaw or Rzeszow, Poland; hybrid or fully remote work available
Company
.COM operates a global marketplace for digital entertainment, offering games, software, gift cards, subscriptions, DLCs, and in-game items to customers in 180 countries.
What you will do
- Define and drive the customer happiness strategy across the complete customer journey.
- Act as the Voice of Customer by translating customer feedback and insights into business improvements and strategic decisions.
- Identify customer journey barriers and pain points, then coordinate cross-functional initiatives to address them.
- Analyze customer feedback, behavioral data, and customer service insights to identify improvement opportunities and influence priorities.
- Lead cooperation with Customer Support, UX, Product, and other teams to improve service standards and customer satisfaction.
- Develop customer experience measurement frameworks and improve NPS, CSAT, CES, sentiment, customer service, and reputation scores.
Requirements
- At least 5 years of experience in Customer Experience, Customer Success, Customer Insights, Customer Operations, or a related field.
- Proven experience leading cross-functional initiatives and driving organizational change.
- Strong understanding of customer journey management, Voice of Customer methodologies, and customer experience measurement.
- Experience using customer experience and customer operations or support metrics to drive improvements.
- Strong analytical, stakeholder management, communication, and influencing skills.
- English at B2+ level required.
Culture & Benefits
- Hybrid or fully remote work with flexible working hours.
- Work resources including a laptop, phone, ergonomic equipment, and home-office support.
- Private healthcare, life insurance, MultiSport card, and Motivizer vouchers.
- Internal and external training, industry conferences, and development and wellbeing programs.
- DEI initiatives, grassroots projects, charity events, employee referral program, and .COM discounts.
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