Customer Journey Manager

2 days ago

Athens, Attica, Greece Stoiximan Full time €40,000 - €60,000 per year

Let's start with the role

We are seeking a dynamic and customer-centric Customer Journey Manager to help shape, implement, and continuously improve our customer experience strategy. In this role, you will ensure every customer interaction is seamless, positive, and aligned with our brand's values and objectives. The Customer Journey Manager will facilitate initiatives aimed at improving customer satisfaction, loyalty, and overall experience, collaborating closely with cross-functional teams including customer support, sales, marketing, product, and operations.

As a Customer Journey Manager, you will be responsible for:

Customer Journey Mapping & Optimization:

  • Create customer journey maps and analyze key touchpoints to optimize the customer experience across all stages: pre-purchase, purchase, and post-purchase.
  • Map out and document end-to-end player journeys across platforms (web, mobile, app).
  • Identify friction points and areas for improvement in onboarding, gameplay, payments, support, and retention.
  • Use data and insights to propose enhancements that drive engagement, satisfaction, and lifetime value.

Customer Insights and Analytics:

  • Gather and analyze customer feedback, using tools like surveys, interviews, and Net Promoter Score (NPS) to assess customer satisfaction.
  • Monitor and report on key CX metrics, including customer satisfaction (CSAT), NPS, Customer Effort Score (CES), and customer retention.
  • Identify trends and pain points in the customer experience and recommend actionable improvements.

Cross Functional Collaboration:

  • Partner with Marketing, Operations, and Sales to ensure customer feedback is integrated into product development, messaging, and service offerings.
  • Act as the voice of the customer in internal meetings, championing customer needs and driving customer-centric decision-making across the organization.

Process Improvement and Optimization:

  • Identify and implement process improvements that enhance the customer experience, reduce friction, and streamline operations.
  • Lead cross-functional initiatives to develop and refine customer-facing processes such as onboarding, support, and account management.

CX Technology and Tools:

  • Evaluate and implement customer experience management platforms and technologies that support CX initiatives (e.g., CRM systems, feedback tools, chatbots).
  • Leverage digital tools and automation to improve customer service efficiency and responsiveness.

What you will bring:

  • Bachelor's degree in Business, Marketing, Communications, or a related field;
  • A Master's degree or relevant certifications (e.g., CXPA, CCXP) is a plus;
  • 5 years of experience in customer experience management, customer success, or related roles;
  • Experience with CX software, CRM tools, survey platforms, and analytics tools (e.g., Qualtrics, Medallia, Salesforce, Zendesk);
  • Customer-centric mindset with a passion for delivering exceptional experiences;
  • Exceptional communication and interpersonal skills, with the ability to build strong relationships and collaborations across teams and with customers;
  • Strong analytical and problem-solving skills with the ability to derive insights from customer data and translate them into actionable strategies.

Stoiximan Perks
Competitive pay and bonus scheme;
Private health insurance for you and your family;
Monthly meal allowance;
Developmental 360° feedback framework;
Unlimited access to Udemy & continuous training;
A buddy will support you with your onboarding.

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