• Identify customer needs, trends, expectations, and pain points through research and feedback analysis.
• Continuously improve customer touchpoints across all channels, especially on Customer Services (phone, email, chat, social media).
• Develop and implement a comprehensive customer experience and services aligned with the company's overall vision and goals.
• Set clear performance objectives and metrics to measure customer satisfaction and team success.
• Communicate effectively with stakeholders at all levels to advocate for the customer perspective.
• Develop and deliver presentations on customer service initiatives and results.
• Work closely with other departments (Marketing, Sales, Product) to ensure a seamless customer journey.

Qualifications:

• Bachelor’s degree in marketing, business administration, economics or related field.
• At least 3 years of experience in project management, commercial strategic planning in retail or e-commerce.
• Fluent in English.
• Proficient in data analysis, data visualization and technical skills.