Customer Experience (CX) Manager
Job Description
We are seeking an experienced Customer Experience (CX) Manager to lead and strengthen Dodai’s after-sales operations and customer journey — from support and service to long-term satisfaction. This role is both strategic and hands-on. The CX Manager will play a key part in building a world-class customer experience function, achieving 3–5x higher efficiency than any peer in the market by leveraging advanced tools, digital systems, and an extremely customer-centric mindset. The CX Manager will report to the Head of Commercial, collaborating closely with sales, operations, and engineering teams.
Duties and Responsibilities
- Lead the Customer Engagement Team managing call center, CRM, and ticketing with consistent service quality and empathy.
- Improve response time, resolution rate, and satisfaction through automation, CRM optimization, and data-driven improvements.
- Ensure prompt, professional handling of all customer inquiries, complaints, and requests across all communication channels.
- Lead the Customer Success Team coordinating repair, maintenance, and spare parts for fast, high-quality service.
- Manage service requests, warranty claims, and preventive maintenance with transparent communication and accurate records.
- Analyze recurring technical issues with engineering to improve product reliability and long-term customer trust.
- Implement proactive engagement and loyalty programs to strengthen relationships and boost customer retention.
- Collect and analyze customer feedback from multiple channels to identify and act on improvement opportunities.
- Execute initiatives that increase satisfaction and lifetime value in collaboration with senior leadership.
- Use CRM, analytics, and automation to achieve 3–5x higher efficiency than market competitors.
- Implement digital tools that enhance operational speed, accuracy, and visibility across all CX functions.
- Promote data-driven decision-making and continuous process improvement through regular performance tracking.
- Supervise and mentor CX associates, agents, and specialists to uphold Dodai’s international service standards.
- Set clear goals, conduct reviews, and foster a culture of empathy, accountability, and customer obsession.
- Use key metrics like satisfaction and first-time fix rate to identify team performance improvement areas.
- Align CX goals with commercial, technical, and operational strategies for a seamless customer experience.
- Report weekly on KPIs, satisfaction trends, and escalation patterns to guide service planning and staffing.
- Collaborate cross-functionally to turn customer insights into process, policy, and product improvements.
Requirements
- Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field.
- 5+ years of experience in customer experience, after-sales, or service operations — ideally within automotive, mobility, or telecom sectors.
- Proven leadership experience managing customer-facing teams (call center, CRM, or after-sales).
- Strong communication, analytical, and process-improvement skills.
- Fluency in English and Amharic.
- Familiarity with CRM systems and data analytics tools (e.g., Zoho, Trello, Salesforce, Zendesk, etc.).
- Passion for operational excellence and for delivering exceptional customer satisfaction.
How To Apply
- Submit your CV using Only this link
