Customer Experience Manager

Do you have the ability to transform customer feedback into actual improvements in service quality and brand experience? A leading company in the restaurant and hospitality sector announces a leadership opportunity for the position of Customer Experience Manager in Baghdad. We are looking for a manager with advanced experience in customer experience management, the ability to lead teams, analyze customer satisfaction data, and develop service standards across branches and various communication channels, ensuring that problems are addressed at their root, service quality is improved, and customer satisfaction and loyalty are enhanced. Requirements and Qualifications: - Minimum of 3 years of experience as a Customer Experience Manager within the restaurant sector, with practical experience in managing and improving customer experience. - Experience in overseeing customer experience across multiple branches and communication channels, ensuring consistency in service standards. - Practical experience in managing complaints and escalations, analyzing the reasons for their recurrence, and coordinating with relevant departments to address their root causes. - Ability to analyze customer experience indicators, such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), complaint rates, response, and resolution times. - Experience in preparing analytical reports and transforming customer feedback and data into actionable and measurable improvement plans. - Proven ability to develop customer service procedures and policies and improve the customer journey at various touchpoints with the brand. - Experience in leading customer service teams, setting performance goals, and monitoring response quality and adherence to standards. - Strong communication, analytical, and problem-solving skills, with the ability to coordinate with operations, marketing, IT, and other relevant departments. Key Tasks and Responsibilities: - Develop and implement customer experience improvement plans in line with company goals and approved service standards. - Oversee the reception, classification, and follow-up of complaints and feedback until resolution, ensuring cases are handled according to approved procedures. - Analyze customer data, identify reasons for dissatisfaction and recurring problems, and develop corrective plans in collaboration with relevant departments. - Monitor performance indicators and customer satisfaction, and prepare periodic reports including results, gaps, and recommendations. - Lead customer experience teams, develop their performance, and monitor communication quality, response speed, and accuracy of resolution. - Coordinate with the operations department to ensure resolution of issues related to service, products, and branch performance. - Develop service standards and work procedures, monitor their application, and measure the impact of improvement initiatives on customer experience. - Provide recommendations to senior management based on data and analysis to enhance satisfaction, reduce recurring complaints, and foster customer loyalty. Application Method: Candidates who meet the requirements should send their CV to the email address: recruitmentm.jobz@gmail.com. Please write "Customer Experience Manager" in the email subject line. Priority will be given to individuals with actual leadership experience in the restaurant sector, who combine analytical thinking, team leadership capabilities, and the ability to achieve tangible improvements in customer experience.