Description
The CX Operations Manager is responsible for leading and shaping the end-to-end customer experience strategy in a dynamic high-tech environment. This role involves overseeing customer insights, feedback systems, and the integration of customer experience principles across all digital and physical touchpoints. The CX Operations Manager will collaborate closely with product development, marketing, sales, and support teams to ensure a seamless, innovative, and highly satisfactory customer journey.
IN THIS POSITION YOU WILL:
- Develop and execute a comprehensive customer experience strategy that aligns with the company’s objectives and market trends.
- Lead the customer experience team, fostering a culture of customer-centricity, innovation, and continuous improvement.
- Utilize advanced analytics, customer feedback, and market research to identify customer needs, pain points, and opportunities for enhancing the customer journey.
- Collaborate with cross-functional teams to design and implement customer experience improvements across all stages of the customer lifecycle.
- Drive the integration of CX principles into product design and development processes, ensuring products meet and exceed customer expectations.
- Oversee the management of customer experience platforms and technologies, including CRM systems (SFDC and ServiceNow) and customer feedback platform (Qualtrics).
- Monitor and report on CX metrics, providing insights and recommendations to senior management for strategic decision-making.
- Champion a customer-first culture throughout the organization, providing training and guidance to staff at all levels.
Requirements
WE ARE LOOKING FOR SOMEONE WITH:
- 3+ years of experience in a customer experience leadership role – MUST.
- Bachelor’s or master’s degree in Business Administration, Marketing, or a related field.
- Fluent English (speaking and writing) – must
- Strong understanding of customer experience strategies, tools, and best practices.
- Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights.
- Exceptional leadership and team management abilities, with experience leading cross-functional initiatives.
- Strong communication and stakeholder management skills, with the ability to influence at all levels of the organization.
- Familiarity with CX technology platforms: SFDC and ServiceNow and Qualtrics – an advantage.
- Formal CX certification – an advantage.
Who we are
Nayax is a leading global end-to-end retail technology platform for unattended & attended commerce. Our mission is to simplify commerce and payments for retailers while driving growth, optimizing operations, and enhancing consumer engagement.
Nayax Israel is located in the prestigious Herzliya Hills, just a short drive north of Tel Aviv or a very short walk from the train station.
Our open space offices accommodate our 400+ employees and when we’re not hard at work, you can find us enjoying an afternoon coffee on the balcony. We’re the largest Nayax site, housing over 20 different departments.
For a glimpse of what it’s like to work at Nayax, check out our Instagram account! https://bit.ly/3G3QDc4.
Check out Nayax’s page under “Best Cool Israeli Companies 2022” by Secret Tel-Aviv: https://bit.ly/3LqzElA.
Nayax is constantly growing and we are always on the lookout for enthusiastic, innovative and eager individuals to join us in our growth!
