Blueground
We are looking for a passionate and strategic Customer Experience (CX) Manager to lead and elevate our customer journey across all touchpoints. You will be responsible for designing, implementing, and optimizing experiences that increase customer satisfaction, loyalty, and retention. This role requires a mix of analytical thinking, customer-centric mindset, and strong leadership skills.
Key Responsibilities:
- Develop and execute the CX strategy aligned with business goals.
- Map and continuously improve the end-to-end customer journey.
- Monitor customer feedback across channels (NPS, CSAT, surveys, etc.) and implement action plans.
- Lead and coach a team of customer experience specialists.
- Work cross-functionally with Product, Marketing, Sales, and Operations to ensure a seamless customer experience.
- Establish and track CX KPIs and metrics to measure success.
- Manage customer complaint resolution processes and ensure root-cause analysis and continuous improvement.
- Advocate for the customer voice within the organization.
Requirements:
- Proven experience in CX, Customer Experience, or a similar role (3+ years).
- Advanced English
- Strong understanding of CX tools, methodologies, and metrics.
- Experience leading teams and managing cross-functional projects.
- Excellent communication and interpersonal skills.
- Data-driven mindset with the ability to derive insights from customer data.
- Familiarity with CRM systems and customer feedback platforms (e.g., Zendesk, Salesforce, Medallia).
- Bachelor’s degree in Business, Marketing, or a related field (MBA is a plus).