Ecommerce Customer Experience Manager

3 weeks ago

Cagayan Valley Philippines Buscojobs Full time

Ecommerce Customer Experience Manager in ...

Job Description

Job Summary: Client experience managers create positive experiences for clients throughout the life of a customer journey. Client experience manager advocates for the client's interests within the organization. They work cross-functionally to align resources, prioritize client requests, and ensure that the client's voice is heard at all levels. They execute a variety of engagement functions to improve the customer's awareness of Notified, product capabilities and to support the customer's business goals, while ensuring adherence to established company and departmental policies and procedures. This is a skilled position that requires experience with client management, a strong customer-centric mindset, and delivering value to clients as a central aspect of the approach.

This role includes responsibilities for Customer engagement activities, including, but not limited to onboarding, services, product adoption, advocacy, needs assessment, up/cross selling retention, reporting etc. to drive a positive and value-driven experience for clients and foster long-term client loyalty.

  • Develop a thorough understanding of Notified product offering and roadmap.
  • Act as a critical connection point between Notified and the customer. Ensure the customer understands the Notified value proposition, drive adoption of the subscribed solutions, identifies areas that could negatively impact the customer health and identify areas of upsell/expansion.
  • Advocate for client interests within the organization, ensuring their needs are considered in decision-making.
  • Build and nurture strong, trust-based relationships with clients to foster loyalty and long-term partnerships.
  • Develop and execute strategies to reduce client churn, retain existing clients, and drive Net Revenue Retention (NRR).
  • Monitor and analyze client data and performance metrics to identify trends and opportunities for improvement.
  • Generate reports to track client health, usage, and satisfaction, using data to make informed decisions. Monitor the health of client accounts, proactively addressing issues to maintain positive NRR.
  • Evaluate the effectiveness of Customer Journeys from the perspective of customer satisfaction and willingness to recommend. Recommend workflow changes of redesigning functions around customer needs.

Minimum Qualifications:

  • Education: Bachelor\'s degree from an accredited college or university with major course work in business administration, communication, project management or a related field required. Equivalent work experience in a similar position may be substituted for educational requirements.
  • Experience and Skills: Minimum 3 years in a Customer Service, Account manager, Client Success or similar role with demonstrated record of success required. Fluency in Mandarin (spoken and written) is required. Knowledge of CRM systems. Strong communication, prioritization, organizational and time management skills. Proficiency with Microsoft Office. Knowledge in HTML is a plus. Prior experience working across multiple functions such as sales, service & operations, legal and finance to ensure client success.

Travel / Physical Demands: No travel required. Office environment. No special physical demands required.

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