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Customer Experience Manager

$10/hr Starting at $30

  • Managing the Customer Experience project with a strong focus on enhancing Shopping Experience, Customer Journey, Delivery Experience and Return & Refund Experience by leading a team of four to prioritize and execute initiatives that improve the end-to-end customer journey, from browsing and purchasing to order fulfillment and delivery. 
  • Achieved a stable overall Net Promoter Score of 65%, reflecting consistent improvements in customer satisfaction and loyalty.
  • Driving continuous improvements in customer satisfaction by proactively planning and optimizing touchpoints across the shopping and delivery experiences.
  • Reduced the overall customer experience budget consistently by 15% month-over-month, achieving a 95% consumption rate to maximize resource efficiency.
  • Introduced automation projects leveraging AI technology to reduce human handling, streamline processes, and lower operational costs.
  • Analyzing customer data and feedback to uncover trends, identify pain points, and implement targeted solutions to improve experiences on a daily, weekly, and monthly basis. 
  • Conducting in-depth audits of shopping and delivery processes to ensure alignment with company standards and identify areas for growth.
  • Enhancing the user experience by conducting detailed user research and applying data-driven design improvements.
  • Monitored return-rate and refund-experience metrics, conducted root cause analyses on high-volume return drivers, and launched targeted process changes to streamline reverse logistics.

About

$10/hr Ongoing

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  • Managing the Customer Experience project with a strong focus on enhancing Shopping Experience, Customer Journey, Delivery Experience and Return & Refund Experience by leading a team of four to prioritize and execute initiatives that improve the end-to-end customer journey, from browsing and purchasing to order fulfillment and delivery. 
  • Achieved a stable overall Net Promoter Score of 65%, reflecting consistent improvements in customer satisfaction and loyalty.
  • Driving continuous improvements in customer satisfaction by proactively planning and optimizing touchpoints across the shopping and delivery experiences.
  • Reduced the overall customer experience budget consistently by 15% month-over-month, achieving a 95% consumption rate to maximize resource efficiency.
  • Introduced automation projects leveraging AI technology to reduce human handling, streamline processes, and lower operational costs.
  • Analyzing customer data and feedback to uncover trends, identify pain points, and implement targeted solutions to improve experiences on a daily, weekly, and monthly basis. 
  • Conducting in-depth audits of shopping and delivery processes to ensure alignment with company standards and identify areas for growth.
  • Enhancing the user experience by conducting detailed user research and applying data-driven design improvements.
  • Monitored return-rate and refund-experience metrics, conducted root cause analyses on high-volume return drivers, and launched targeted process changes to streamline reverse logistics.

Skills & Expertise

Customer Experience ManagementCustomer Service ManagementKpiLogisticsManagementOperationsPerformance AnalysisQuality Management

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