Head of Customer Experience Management (CEM)

Описание

We are looking for a visionary and impact-driven Head of Customer Experience Management (CEM) to lead the company-wide transformation of customer interactions and satisfaction. This is a strategic leadership role that involves designing, implementing, and evolving the customer experience across all touchpoints — digital, retail, call center etc. Your mission: to embed customer-centricity into every part of the business, boost loyalty, and drive business growth through superior experience delivery.Key Responsibilities·Develop and lead the company’s long-term Customer Experience Strategy.·Design, monitor, and optimize the customer journey across all service and sales channels.·Own and drive improvements in key CX metrics across all touchpoints.·Implement effective Voice of Customer analytics, and continuous feedback loops.·Lead CX-related transformation initiatives across departments.·Ensure cross-functional collaboration to align product, marketing, sales, and service with CX goals.·Develop and promote CX culture and customer-centric mindset across all levels of the organization.·Manage CEM department operations, team performance, and budget.·Present insights and business cases to top management and stakeholdersRequirementsEducation:·Higher education in Business, Marketing, Sociology, or a related field.·International CX or service design certifications are a plus. Experience:·7+ years in customer experience, service strategy, or related roles.·3+ years in senior management or transformation leadership.·Proven experience in launching and managing CX programs, particularly in B2C industries (telecom, banking, retail, etc.).·Experience in managing cross-functional projects and leading cultural transformation. Skills:·Strong strategic, analytical, and communication skills.·Deep knowledge of customer research, journey mapping, and service design.·Proficiency in data interpretation and CX analytics platforms.·Advanced English, both written and spoken. Key Competencies·Strategic mindset and customer obsession·Change management and transformation leadership·Stakeholder influence and executive presence·Team leadership and talent development·Analytical thinking and data-driven decision-making·Communication and storytelling