Customer Experience Lead

hace 4 días


Argentina AgileEngine A tiempo completo

Customer Experience Lead We are looking for a Customer Experience Lead to improve the shopping experience for our customers. This role focuses on representing customer interests in all business decisions by emphasizing the importance of customer feedback and insights (Voice of the Customers). Responsibilities include monitoring and analyzing critical KPIs such as: Subscription Churn, Net Collection and Return Rate: Loyalty - SHM Club, Club + and Autoship Cancellation Rate (US and INT) Refund and Return Rate (US and INT) Product Rating and Fit As Expected (FAE) Performance: Assesses customer satisfaction with our products. Net Promoter Score (NPS): Gauges overall customer loyalty and satisfaction. Operation Support Productivity: Lead will also handle back-office team that execute all the changes, cancellations, refunds, replacement requests, etc. Requirements: Expertise in Data Analysis Experience in handling NPS, Detractors, Refund and Return rate Process Management Leading people would be an advantage Customer-Centric Mindset Attention to Detail Project Management Strategic Thinking Customer Journey Mapping Leadership and Influencing Decision Making What we offer: Collaborate with world-class talents in a data-driven, dynamic, energetic work environment. Opportunity to grow and develop both professionally and personally. Safe space to be who you truly are, with a commitment to diversity, equity, and inclusion. Openness to new ideas and initiatives. Great benefits package including remote work, 15 working days of paid holidays, learning subsidy, and more #J-18808-Ljbffr



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