At SnappBox, we aim to design smooth experiences for our customers. We monitor NPS scores and customer feedback from various channels; understand insights, forecast the obstacles in customer journeys via machine learning algorithms, and work with business owners to create solutions while following the CX principles of SnappBox.

What Kind of Person Are We Looking For?

At least a Bachelor's degree, preferably from the Engineering Faculty, the Faculty of Economics, or the Administrative Sciences.+8 years of experience (preferably in CX departments or product/segment management, marketing, business development, process improvement departments).Fluency in English.Knows how to design customer journeys and ways to evaluate experience.Proficiency in data analytics tools (Power BI, Google Analytics).

Key Responsibilities:

Development and Implementation of a Comprehensive Customer Experience Strategy:

Design and execute a comprehensive customer experience strategy tailored to the unique needs of each internal venture within the Snapp Group, such as SnappFood, SnappGrocery, SnappShop, and SnappDoctor, while also addressing the needs of our external clients, ensuring a seamless and exceptional experience.Collaborate with senior management and venture leaders to align the customer experience strategy with the overarching goals of each business unit and all business lines of Snapp Box, including Box, Bike, and Truck.Define specific metrics and KPIs to measure the success of the customer experience strategy, enhancing accountability.

Customer Data Analysis and Management:

Lead the processes of collecting, analyzing, and interpreting customer data across various ventures and Snapp Box business lines to identify opportunities for improvement and innovation in services.Utilize advanced data analysis and business intelligence tools to generate deep insights into customer behavior and needs.Emphasize the use of predictive analytics and customer segmentation to further enhance strategic decision-making.

Cultivating a Customer-Centric Culture:

Promote a customer-centric culture across all levels of the organization and foster collaboration among teams to enhance the customer experience.Train and empower employees to better understand customer needs and deliver high-quality service tailored to the specific offerings of each venture and business line.Implement initiatives for gathering employee feedback on customer experience practices to foster a more inclusive culture.

Management and Continuous Improvement of Customer Experience:

Monitor key customer experience trends and identify strengths and weaknesses in the services provided.Implement continuous improvement processes based on customer feedback and performance evaluations, utilizing frameworks such as Lean or Six Sigma.Specify the frequency of reviews to ensure ongoing responsiveness to customer needs.

Cross-Functional Collaboration and Team Leadership:

Work closely with various teams, including sales, marketing, and operations, to create a seamless and integrated experience for customers.Lead and guide the customer experience team to achieve strategic goals and enhance performance.Define how success in collaboration will be measured, such as through joint projects or shared KPIs.

Reporting and Impact Assessment:

Prepare and present analytical reports to senior management regarding the status of customer experience and its impact on the company’s revenue and profitability.Evaluate the effects of customer experience strategies on business growth and development.Specify the frequency of these reports and prioritize key insights such as customer satisfaction scores and NPS.

Benefits :

Transportation discount and voucher.Organizational food discount.Loans.Learning budget.Team building budget.Comprehensive health, dental, and vision insurance.Flexible working hours.