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Customer Experience Manager
hace 2 meses
**Customer Experience Manager**
We are seeking a highly skilled Customer Experience Manager to join our team at Gostudent GmbH. As a key member of our organization, you will be responsible for driving customer satisfaction and retention through the development and execution of effective customer value management (CVM) programs.
Key Responsibilities- Oversee the complete lifecycle of CVM initiatives, from crafting business cases to executing campaigns and analyzing outcomes.
- Utilize data insights to identify customer pain points and opportunities for enhancing their experience.
- Develop and implement proactive strategies to minimize churn and maximize customer satisfaction.
- Collaborate closely with cross-functional teams, including Customer Operations and Product Management, to drive upsell and cross-sell initiatives.
- Manage digital campaigns, continuously optimizing performance through A/B testing and data analysis.
- Document and manage the customer journey, ensuring that customer voices are heard and acted upon to improve overall sentiment.
- Experience using Salesforce, Braze, and Customer.IO.
- Experience using Hubspot, Excel, and data analysis tools (such as Tableau) is a plus.
- Leverage data to uncover insights that enhance the customer experience and drive business growth.
- Proactively reduce churn rates by developing and implementing effective retention strategies.
- Foster strong collaboration with internal teams to ensure seamless execution of upsell and cross-sell opportunities.
- Optimize campaign performance, ensuring that our digital strategies are both innovative and effective.
- Lead initiatives that capture deep customer insights, enhancing our ability to respond to their needs and exceed their expectations.
We are a dynamic and innovative company that is disrupting the traditional education landscape. Our team is comprised of international and diverse thinkers, doers, and makers who are passionate about delivering exceptional customer experiences.
We offer a flexible, hybrid work environment that respects your need for work-life harmony with 2/3 remote days a week & 5 fully remote weeks a year so you can shine in a way that suits you best.
