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 stakeholders

Requirements
Education:
- 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

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