Reports To: Experience & Analytics Lead

Location: KHI/LHR

Position Type: Full-time

Job Summary

This position plays a pivotal role in ensuring our customers and partners receive an exceptional service experience. This position is responsible for engaging with customers/clients through various channels, resolving inquiries and issues, and collating feedback as well as proactively recommendations to ensure a seamless experience. The candidate will "own" experience and be the focal and primary POC/DRI for all things experience in the company. The ideal candidate will have a passion for service excellence and a commitment to exceeding customer expectations.

Key Responsibilities

1. Proactively owning initiatives aimed at increasing customer satisfaction with the platform
2. Maintaining the integrity of all front facing comms with customers and partners, particularly focusing on community management
3. Safeguarding and advocating for the customers and partners in all internal changes
4. Own customer satisfaction metrics and proactively seek feedback from customers, reporting on trends and areas for improvement.
5. Assist in developing and implementing strategies to enhance the customer experience.
6. Collaborate with other departments to ensure a consistent and high-quality experience across all touchpoints.
7. Maintain in-depth knowledge of company products/services and policies.
8. Handle returns, refunds, and exchanges with a focus on customer and partner satisfaction
9. Ensure seamless execution of all projects and rollouts impacting the experience of our platform's end users.

Ideal Candidate

1. 2-4 years of cross disciplinary experience, especially in a marketplace or ecommerce setting with a deep desire to work on experience projects and advocating for the end user