Customer Experience Senior Manager Food Delivery
hace 1 mes
At Didi Global, we are seeking a highly skilled and experienced Customer Experience Senior Manager to lead our food delivery CX strategy and operations. As a key member of our team, you will be responsible for creating exceptional customer experiences, elevating our services, and championing a customer-centric culture within the company.
Key Responsibilities:- Develop and implement CX strategies, structures, and processes to ensure internal efficiency and effectiveness.
- Collaborate with internal teams to incorporate business strategies into CX plans and ensure seamless execution.
- Translate business strategy into customer experience and customer service plans.
- Define, monitor, and deliver area OKRs, ensuring alignment with company goals.
- Establish governance to disseminate "Voice of the Customer" to other business areas, improving NPS, contact rate, and CSAT.
- Engage regularly with senior leaders to ensure alignment and support.
- Lead multifunctional and cross-company projects to bring the Voice of the Customer inside Didi.
- Proven leadership experience in managing high-performance multifunctional teams.
- Exceptional communication skills and ability to collaborate with remote teams across different time zones.
- Flexibility and ability to adapt to fast-paced environments.
- Strong problem-solving skills and ability to navigate complex settings.
- Proficiency in English and ability to communicate effectively with diverse stakeholders.
- A dynamic and inclusive work environment that values diversity and inclusion.
- Opportunities for growth and development in a rapidly evolving industry.
- A competitive compensation package and benefits.
At Didi Global, we are committed to building inclusive and diverse teams that reflect the communities we serve. We believe in creating better life experiences and greater social value through innovative transportation and local services solutions. Join us in shaping the future of mobility and customer experience.
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