Customer Experience Feedback Manager

The Feedback Community Manager will play a critical role in improving consumer satisfaction by identifying issues, analysing, reporting & mobilizing customer feedback

This role requires a highly motivated individual with good analytical skills, great customer instincts, and attention to detail with excellent communication skills, who can work well in a fast paced organization.

You will have a proven track record in an E-commerce/travel environment, with an understanding of web-based architecture.

Responsibilities:
* Management of the Global companies Post-Purchase/Pre-Travel Portal, with ownership/management of customer issues to resolution where applicable.
* Work with Director of customer experience to collaborate with senior business leaders in and across the organization to ensure appropriate measures, systems, programs, processes and tools are in place that support a positive customer experience
* Analyze customer feedback data to identify trends and issues that are important to customers
* Work with subject matter experts to conduct root cause analysis on customer feedback
* Based on stakeholder and customer feedback, consults with head of customer excellence and senior business leaders to identify opportunities for new and/or improved structural and operational plans, programs, and processes that will drive action and accountability at all levels of the organization. Evaluate options and recommend courses of action to better address customer needs and help the businesses deliver a consistently positive customer experience
* Manage monthly reporting on customer feedback and project progress

Qualifications:
* Passion for customer experience
* Strong verbal and written communications
* Professional attitude and ability to work well with others and build relationships
* Strong analytical skills with ability to perform detailed analysis across variety of data sources
* Flexibility in approach and innovative thinker

Core Competencies:
* Excellent Project management, MS Office and Communication skills
* E-commerce/retail experience

Advantage Resourcing is a service driven recruitment consultancy.