Snappmarket:

Snappmarket is dedicated to delivering exceptional customer experiences by leveraging cutting-edge technology and innovative solutions. As a leader in the market, we strive to meet and exceed customer expectations while continuously improving our service offerings. 

Job Overview:

We are seeking a highly motivated and experienced Customer Experience (CX) Project Manager to join our dynamic team. The CX Project Manager will play a key role in overseeing and managing customer experience improvement projects from conception through execution, ensuring they are delivered on time, within scope, and in alignment with our company’s goals. This role will require cross-functional collaboration, strong project management skills, and a deep understanding of customer-centric practices.

Key Responsibilities:

• Project Management: Lead and manage end-to-end CX projects, ensuring all phases—planning, execution, and evaluation—are completed successfully and on time.
• Stakeholder Coordination: Collaborate with internal teams, including marketing, product, operations, and customer service, to align CX initiatives with business objectives and customer needs.
• CX Strategy Execution: Work closely with the Head of Customer Experience to execute CX strategies and initiatives that improve customer satisfaction, retention, and overall experience.
• Customer Insights: Analyze customer feedback, surveys, and behavioral data to inform project decisions and improvements.
• Risk and Issue Management: Identify potential project risks and obstacles and proactively resolve issues to avoid delays or setbacks.
• Quality Assurance: Ensure all CX initiatives are aligned with brand values and deliver a seamless, high-quality customer experience across all touchpoints.
• Continuous Improvement: Continuously monitor and evaluate CX processes, providing recommendations for improvements to enhance the customer journey.
• Reporting & Documentation: Track project progress and key performance indicators (KPIs), reporting on project status to senior leadership and key stakeholders.

Requirements:

• Minimum of 3-5 years of project management experience in customer experience, customer service, or related roles.
• Strong understanding of customer journey mapping, CX metrics, and customer satisfaction best practices.
• Proven ability to manage multiple projects simultaneously, with a focus on delivering high-quality results within deadlines.
• Exceptional communication and interpersonal skills to work effectively with cross-functional teams and stakeholders.
• Experience with project management tools (e.g., Jira, Trello, etc.).
• Analytical mindset with the ability to interpret data and drive actionable insights.
• Ability to adapt in a fast-paced, evolving environment and manage change effectively.
• Strong problem-solving skills and ability to think creatively.
• Passion for delivering outstanding customer service and improving customer journeys.
•         Advanced Excel Skills: Proficiency in Excel, including advanced formulas data analysis, and reporting.
•         Google Docs Expertise: Experience with Google Docs, including documentation, collaboration.