Key accountabilities:

 Manage the Customer experience and Brand Comm team in terms of supervision, motivation, productivity, growth, coaching, development of skills and evaluation in order to create an aligned, motivated and high performing team. Influence, develop and motivate people and change behaviour. Inspire and create the right working climate.

 Develop and implement long-term comprehensive Customer Experience strategy. Lead transformation of company into customer centric culture. Ensure consistent and exceptional customer experiences throughout the customer journey.

 Create communication platforms at all levels of the company in order to re-enforce “customer first mind set”.

 Ensure consistent (across channels) and simple communication with customers through brand and communication teams. Synchronize long term brand agenda with CX activities for digital and traditional customer journeys. Oversee brand messaging, storytelling, and communication across channels to ensure brand consistency and alignment with the overall CX strategy.

 Synthetize all data regarding customers feedback and insights to simplify and enhance customer journeys. Identify key touchpoints in the customer journeys and supervise design of roadmaps for improvements. Supervise execution of back log of initiatives aiming at customer experience and satisfaction improvements. Leverage data and insights to identify customer pain points, preferences, and opportunities for improvement. Use analytics to measure CX effectiveness and drive continuous enhancements.

 Ensure effective media strategies that enhance the overall CX. Collaborate with the performance marketing team to drive customer acquisition, retention, and loyalty. Optimize marketing campaigns for a seamless customer experience.

 Ensure embedding of contemporary customer centric approach into training & engagement activities of customer facing employees. Stay ahead of industry trends, organize think-thank sessions, implement external best practices.

 Perform other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.