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:

• CX Project Management: Lead and manage the full lifecycle of customer experience projects—planning, execution, monitoring, and closure.

• Cross-functional Collaboration: Work closely with Product, Marketing, Operations, and Customer Service teams to ensure alignment and smooth execution of CX initiatives.

• Strategy Execution: Translate the Head of CX’s strategic direction into actionable plans that drive improvements in customer satisfaction and retention.

• Customer Insights: Analyze customer feedback, behavior, and CX data to identify pain points and prioritize improvements.

• Quality Assurance: Ensure that all initiatives deliver a seamless, brand-aligned experience across all customer touchpoints.

• Continuous Improvement: Evaluate and optimize existing CX processes to enhance efficiency and effectiveness.

• KPI Tracking & Reporting: Define project success metrics, monitor performance, and report regularly to senior stakeholders.

• Ops Process Familiarity: Collaborate with cross-departmental teams to ensure seamless alignment between online operational processes—such as order fulfillment, last-mile delivery, and customer support automation—and overall customer experience objectives.

Requirements:

• 3–5 years of project management experience, preferably in CX, customer service, or related roles.

• Strong knowledge of customer journey mapping, CX metrics (e.g. CSAT, NPS), and customer experience best practices.

• Proven ability to manage multiple concurrent projects with a results-driven mindset.

• Exceptional communication and interpersonal skills, with experience leading cross-functional collaboration.

• Analytical skills with the ability to interpret data and transform insights into action.

• Proficiency in project management tools (e.g., Jira, Trello, Notion).

• Strong proficiency in Google Workspace, Microsoft Excel, and data analysis tools.

• High adaptability and the ability to manage change in a fast-paced environment.

• Passion for improving the customer experience and solving real-world problems.