About the job Customer Experience Manager (CX/UX)Customer Experience Manager (CX/UX)Job ObjectivesOmnichannel Strategy DevelopmentAssist in the design and implementation of the omnichannel strategy aligned with business goals and customer expectations.Integrate digital and physical customer touchpoints, including e-commerce, mobile app, in-store services, and customer support.Collaborate with stakeholders across teams (e.g., IT, Marketing, Operations) to align priorities and deliver unified experiences.Customer Journey Mapping & OptimizationDevelop and maintain detailed customer journey maps to identify pain points and improvement opportunities.Lead initiatives to streamline transitions between channels, ensuring a cohesive experience.Use data and insights to personalize customer journeys and increase engagement.UX/UI Design CollaborationWork closely with UX/UI teams to ensure all digital interfaces provide an intuitive and engaging experience.Conduct usability testing to validate design decisions and identify areas for improvement.Champion customer-centric design principles to ensure interfaces meet accessibility and inclusivity standards.Commercial Strategy & Revenue ModelsCollaborate with digital product teams to develop business cases for new initiatives, ensuring alignment with strategic goals.Design revenue models and pricing strategies for digital products and services, focusing on maximizing profitability.Identify opportunities to drive incremental revenue through digital channels, including upselling, cross-selling, and subscription models.Performance Monitoring & AnalyticsDefine key performance indicators (KPIs) for omnichannel success (e.g., NPS, CSAT, channel performance, conversion rates).Analyse customer behavior and feedback to measure the impact of initiatives and recommend enhancements.Leverage analytics tools to monitor channel performance and ensure objectives are met.Innovation & Technology IntegrationPartner with IT and product teams to evaluate and implement new tools and technologies (e.g., CRM systems, AI chatbots, personalization platforms).Stay informed about emerging trends in omnichannel retail and customer experience to recommend innovative solutions.Team Collaboration & LeadershipWork closely with digital product and marketing teams to ensure consistency in messaging and branding.Collaborate with in-store teams to ensure digital tools complement physical store interactions.Provide leadership in customer experience projects and mentor team members where applicable.Minimum RequirementsJob-Related KnowledgeUnderstanding of customer journey mapping and digital product lifecycle management.Knowledge of digital transformation practices.Familiarity with e-commerce solutions within a retail environment.
