About the Role:

As the Customer Acquisition and CX Senior Manager at Khodro45, you will be responsible for driving customer acquisition through the call center while enhancing the overall customer experience (CX) throughout the customer journey. Reporting directly to the CEO, you will lead strategies to ensure seamless, efficient, and customer-centric processes from first contact to post-purchase interactions.

You will oversee call center operations, ensuring that agents provide excellent service while meeting acquisition targets. At the same time, you'll drive CX improvements by gathering and analyzing feedback, reducing churn, and promoting a culture of customer obsession across the company.

Key Responsibilities:

1. Customer Acquisition (Call Center):
   • Manage call center operations, ensuring acquisition targets are met while maintaining service quality.
   • Train and support agents to handle customer inquiries effectively, focusing on first-contact resolution and conversion.
   • Develop and implement KPIs like FCR, AHT, and CSAT to track call center performance.
   • Monitor call center feedback and work with teams to address customer pain points.
2. Customer Experience (CX):
   • Own and optimize the entire customer journey, identifying areas for improvement and ensuring consistency across all touchpoints (calls, digital, in-person).
   • Gather and analyze customer feedback via surveys and reviews, using insights to enhance CX.
   • Track and report on CX metrics such as NPS and CSAT, implementing initiatives to improve customer satisfaction and retention.
   • Collaborate with teams to resolve escalations and ensure timely service recovery.
3. Data & Reporting:
   • Analyze customer data to identify trends and insights, using them to drive strategic decisions and improve both acquisition and CX.
   • Create reports on customer satisfaction, complaints, and call center performance to inform business strategies.
4. Leadership:
   • Foster a customer-centric culture within the team, driving accountability and a focus on customer outcomes.
   • Lead and mentor the call center team, ensuring they are equipped to meet evolving customer needs.

Qualifications:

• Bachelor’s degree in Business, Management, or a related field.
• Proven experience in managing call center operations and customer experience initiatives.
• Strong analytical skills with the ability to use data for decision-making.
• Excellent communication and stakeholder management skills.
• Leadership experience with a focus on driving customer-centric outcomes.
• Ability to develop and track KPIs to meet both acquisition and customer satisfaction goals.