Customer Experience Manager
New
H
HelloFreshCustomer Experience BPO
Work from home – Please note that you will need to visit our BGC office to pick up your equipmentFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 4–6 years
- Required Skills
- Artificial IntelligenceZendesk
Requirements
- 4–6 years of experience in a customer experience role.
- Meaningful experience in a scaling DTC or ecommerce environment.
- Proven track record of leading a function as a deputy or senior contributor.
- Proficiency in customer support platforms such as Gorgias, Zendesk, or Freshdesk.
- Strong ability to translate customer insights into actionable recommendations.
- Experience implementing automation and AI tooling for CX.
- Strong analytical skills with proficiency in tracking CX metrics.
- Proven experience working with outsourced CX partners or BPOs.
- Experience engaging customers on review platforms.
- Excellent written communication skills.
Responsibilities
- Deputise for the CX Lead and run the function independently.
- Monitor sentiment and deliver actionable monthly CX reports.
- Lead projects to improve tools and workflows, including automation pilots.
- Own the rollout, testing, and documentation of new CX tools.
- Manage customer-facing communications regarding stock and logistics.
- Collaborate with Ops to drive improvements in returns, warranty, and logistics.
- Champion the voice of the customer in cross-functional planning.
- Manage and maintain quality for outsourced CX partners and BPOs.
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