Customer Experience Manager

hace 5 días

Madrid, Madrid, España Wound And Burn Centers Of America A tiempo completo

**Job Summary**

We are seeking a highly skilled Customer Experience Manager to join our team at Wound And Burn Centers Of America. As a key member of our organization, you will be responsible for driving customer satisfaction and retention through the development and execution of comprehensive 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.

**Requirements**

  • 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.

**What We Offer**

  • A unique opportunity to disrupt the traditional education landscape.
  • A global and diverse team of thinkers, doers, and innovators.
  • A flexible, hybrid work environment that respects your need for work-life harmony.

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