Iranian Company in E-Commerce Industry
Annual Package: 1.5 – 2.2 billion Tomans
Responsibilities
· Design and enhance customer experiences with a customer-centric approach, embedded within the operations unit.
· Manage the complete three-stage CX cycle: Research, Analysis, and Action.
· Identify customer pains and gains through qualitative and quantitative data.
· Translate customer language (feedback, complaints, emotions) into internal business language (processes, KPIs, policies).
· Use authority and data-driven insights to convert analysis into actionable improvements.
· Understand and identify customer behavior patterns to proactively improve journeys.
· Align and orchestrate cross-functional teams at a macro level to deliver seamless experiences.
· Initially focus on the After-Sales journey (support, retention, returns, service recovery).
· Be outcome-driven, creative, and a strong problem-solver with the ability to own your share of mistakes and drive accountability.
Requirements
· Minimum 4 years of experience in CX, customer success, process improvement.
· Proven experience in designing and executing the Research → Analysis → Action cycle.
· Background in identifying both pains and gains across customer journeys.
· Experience working in a well-known or reputable company (preferably with complex after-sales operations).
· Demonstrated ability to drive action with authority and influence (without always relying on direct reporting lines).
· Strong pattern recognition skills to understand customer behavioral trends.
· Charismatic, persuasive, and assertive with excellent stakeholder management skills.
· Experience in aligning macro-level teams around customer-centric goals.
· Initial focus on after-sales (must understand post-purchase support, retention, and recovery).
· Outcome-oriented, creative, and excellent at structured problem-solving.
· Solid understanding of Lean, Six Sigma, or continuous improvement frameworks (preferred).