Customer Experience Manager

Our success story began in 1992, when we opened the first IKI store, which was successful due to its exceptional range and high-quality products. Currently, IKI is the second largest retail chain in Lithuania with almost 230 stores in 75 Lithuanian cities. IKI Lietuva is one of the largest employers in the country. We are 5,900 professionals who want our customers to return to our stores every day, where they would not only be pleasantly served, but also buy the highest quality goods at an attractive price. IKI belongs to the REWE group, one of the largest retail chains in Germany. The REWE Group currently operates in 22 European countries with more than 15,000 stores. Position title: Customer Experience Manager Place: Pilaitės pr. 42, VILNIUS LTU For more information please contact: Goda, 8-640-41037 KEY RESPONSIBILITIES

• Develop and implement customer experience strategies that align with company goals and enhance the overall customer journey.
• Monitor and analyze customer feedback from various channels (e.g., surveys, social media, direct feedback) to identify trends and areas for improvement.
• Collaborate with cross-functional teams, including sales, marketing, and operations, to ensure a consistent and high-quality customer experience.
• Develop and maintain customer service policies and procedures, ensuring they are up-to-date and effectively communicated to the team.
• Handle complex customer service issues and escalations, ensuring timely and satisfactory resolution.
• Coordinate actions with customer loyalty team and propose initiatives to increase customer retention and satisfaction.
• Use data and analytics to measure the effectiveness of customer experience initiatives and make data-driven recommendations for improvement.
• Stay current with industry trends and best practices in customer experience and service management.

REQUIREMENTS

• Bachelor's degree in Business Administration, Marketing, Hospitality, or a related field.
• Proven experience in a customer service or customer experience role, preferably in the retail industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and derive actionable insights.
• Proficiency in customer service software and tools.
• Strong problem-solving skills and the ability to handle difficult situations with professionalism and tact.
• A customer-centric mindset and a passion for delivering exceptional service.

COMPANY OFFERS

• Position in an international, modern and trustworthy company
• Opportunity to grow as an individual and professional
• Health insurance
• Employee orientated and very positive work culture
• Motivating salary package (gross): 3 840,00 - 5 760,00 EUR