Online Customer Experience Manager

3 weeks ago


Canada Everything Full time

Home Jobs Customer Experience Manager Jobs In Uppsala Sweden Customer Experience Manager Jobs in Uppsala, Sweden
Home Jobs Customer Experience Manager Jobs In Uppsala Sweden Customer Experience Manager Jobs in Uppsala, Sweden

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We hold consumer online travel agency brands like Mytrip, GoToGate amp; Flight Network and serve exclusively Booking .About the RoleIn this pivotal role, you'll overview the entire digital customer journey within our Customer Experience department, focusing on enhancing our digital touchpoints and ensuring our service not only meets but exceeds customer and our many B2B-partners expectations. Together with the director of Customer Experience, you will steer and lead the development roadmap within our customer experience initiatives. Your primary mission is to evolve Etraveli Group's digital customer interactions, ensuring precise channel-specific KPIs are achieved. While leading your team of 2 direct reports and collaborating with adjacent teams you'll drive the daily operations and foster digital innovation within our direct-to-consumer channels. This role is a fantastic opportunity to work alongside our dedicated Customer Services and Sales teams, contributing directly to strategies that resonate with our global audience spreading over 70 markets. Spearhead the digital customer experience strategy, setting, and executing initiatives that enhance engagement and grow both our B2B and direct-to-consumer channel.Lead the team, fostering collaboration, efficiency, and innovation across all processes and projects.Regularly review performance metrics of your direct reports, adjusting strategies with your team to ensure optimal performance. Leverage analytical tools and our inhouse teams of insights analysts to derive actionable insights from data, informing strategy adjustments and decision-making.Drive continuous improvement across processes, tools, and methodologies to hit e-commerce/self service KPIs and targets.Collaborate with both sales and customer service colleagues to further enhance our offering in self service and automation , crafting compelling customer offers.Understand and embody the Etraveli Group brand, championing our values through a commercial lens and a passion for revolutionizing digital customer experiences. Automation
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