Customer Experience Manager

Job Description

Title: Customer Experience Manager

Company Name: ACI PLC

Vacancy: --

Age: Na

Job Location: Anywhere in Bangladesh

Salary: --

Experience:

• 2 to 5 years
• The applicants should have experience in the following business area(s): Group of Companies

• Bachelor of Business Administration (BBA)
• Bachelor of Business Administration (BBA) in Marketing
• Bachelor of Business Administration (BBA) in Management

• Bachelor`s degree in Marketing, Business Administration, Management, or a related field (Master`s preferred).

• 2 to 5 years
• The applicants should have experience in the following business area(s): Group of Companies

• 2-5 years in customer experience management, loyalty programs, or CRM-focused roles.

Skills & Competencies

• Expertise in CRM platforms and customer journey mapping.

• Strong understanding of consumer behavior and service recovery.

• Proficiency in CX measurement tools (NPS, CES, CSAT).

• Excellent communication and problem-solving abilities.

Enhance consumer experience across all digital touchpoints and build loyalty-driven engagement programs to maximize lifetime value.

Principle Accountabilities:

• Design and manage customer journeys across digital and omnichannel touchpoints.

• Develop and implement CRM and loyalty programs to boost retention.

• Oversee measurement and improvement of NPS and customer satisfaction scores.

• Work with product and operations teams to resolve consumer pain points.

• Leverage customer feedback and analytics to optimize service delivery.

• Introduce omnichannel CX initiatives linking physical and digital retail.

How You Lead

• You lead with empathy and insight, putting the customer at the center of every decision and initiative.

• You drive service excellence by using data, feedback, and research to design seamless and impactful customer journeys.

• You foster collaboration and accountability across teams to deliver consistent and high-quality experiences at every touchpoint

• You lead with innovation, leveraging technology and analytics to anticipate customer needs and elevate satis faction levels.

• You uphold integrity and ownership, ensuring every improvement contributes to stronger loyalty, retention, and brand trust.