Responsibilities

The Main Role

Responsible for developing and managing a comprehensive Customer Management and Engagement (CME) program aimed at building a strong network of loyal customers who provide honest feedback, insights on competitors, and help test new ideas. The role involves planning and running events like focus groups and mystery shopper programs, coordinating cross-departmentally, and ensuring that customer feedback is integrated with broader CX efforts for continuous improvement.



Key Responsibilities:

Develop and implement long-term CX strategies across business units.
Use data and insights to define objectives focused on customer needs and market trends.
Analyze consumer, market, and competitor data to inform strategic decisions and map ideal customer journeys.
Prepare business plans with data-backed, goal-aligned CX strategies.
Monitor changes in market dynamics and adjust strategies proactively.
Lead CX transformation initiatives across departments for consistent delivery.
Communicate CX roadmaps clearly to gain stakeholder alignment and commitment.
Stay agile and refine strategies to meet evolving customer and business needs.


Requirements:

Proven experience in leading CX strategy in large consumer-focused organizations.
Strong analytical and strategic thinking with a focus on customer-first initiatives.
Deep proficiency in data analysis and turning insights into impactful actions.
Excellent communication and stakeholder engagement skills.
Ability to lead cross-functional teams and drive organization-wide CX alignment.


Job summaryBuilding a strong network of loyal customers who provide honest feedback, insights on competitors, and help test new ideas.