Customer Experience (CX) Manager

About the Role

Lead Dodai’s after‑sales customer experience, managing engagement, support, and success teams to deliver high efficiency and satisfaction across all channels.

Responsibilities

• Lead and manage the Customer Engagement Team, overseeing call center, CRM, and ticketing operations.
• Improve response time, resolution rate, and satisfaction via automation and data-driven improvements.
• Coordinate repair, maintenance, and spare parts for fast, high-quality after‑sales service.
• Manage warranty claims, preventive maintenance, and transparent communication with customers.
• Analyze recurring technical issues with engineering to enhance product reliability.
• Implement proactive engagement and loyalty programs to boost retention and lifetime value.
• Use CRM, analytics, and automation to achieve 3–5x higher efficiency than competitors.
• Supervise, mentor, and develop CX associates, agents, and specialists.
• Report weekly on KPIs, satisfaction trends, and escalation patterns.

Skills Required

Fields of Study

• Business Administration
• Marketing
• Engineering

How to Apply

Submit your application through the provided online form; find contact details below.