Customer Experience (CX) Specialist

Job Description

We want to deliver a 5 star customer experience for Best10 customers and build a competitive advantage through best practices in processes enhancements, collecting, and measuring customer data. That’s why it’s essential that the successful candidate proactively increases customer satisfaction and loyalty, through ensuring every interaction meets the needs of our customers throughout their Best10 life cycle. What’s the ultimate goal? Creating an ongoing strategy for anticipating and meeting customer needs which in turn will lead to a longer LTV and lower churn rate.

The Best10 environment will challenge you every day, that’s why we need someone with significant customer-facing experience, a technical/data-driven mindset, a passion for health, fitness and nutrition, and an appreciation for the complexities of a high-growth environment.

1. Define and drive the customer onboarding process globally
2. Build and improve the customer service blueprint and operations model
3. Work closely with the nutrition, coaching, sales and marketing teams
4. Define strategies and implement standards and procedures to ensure optimal customer relationships, experience and end-user satisfaction
5. Support the “always-on” process to collect and synthesize customer feedback
6. Take full charge of the customer journey
7. Analyse customer feedback, journeys and pain points using leading methodologies
8. Set up processes, data collection and policies for all customer touch points.
9. Ensure customer insights reaches respective stakeholders for effective product and service design and enhancements
10. Correct service and process design before market roll out, ensuring services are properly tested and certified
11. Design effective approach to loyalty and build strategies to keep Best10 customers past the initial 10 week program
12. Create dashboards that share detailed and real-time customer feedback with the organization in an effort to provide a better customer experience.

Qualifications

Qualifications

• 3 - 5 years’ experience in building customer experience processes and technology - preferably in product or technology environments
• A Customer Experience (CX) related Certification would be an advantage
• Experience with analytics and problem solving through automation.
• Technical ability in coding/scripting or data analyses and tools (Python, Sql, PowerBI, Tableau)
• A “customer-first” and “Data first” mentality to help drive the best customer experience
• Empathy and ability to understand customer needs.

Additional Information

The more you share about yourself, the better. Relationships matter to us so in your cover letter, tell us about your fitness, nutrition or life journey.

Our first chat would be an role fit conversation with Brad, our CMO, to get to know you better. This would will be via Zoom, Skype, FaceTime or whatever tool you have access to.

The interview process (no more than 3rounds) is designed to give you as much information and exposure to people in our team. We might also ask you to participate in a challenge or case study which you will present back to us.

We will also inform you of our hiring decision as quick as possible.