Senior Customer Experience Specialist – Erbil

Position: Senior Customer Experience Specialist

Reporting To: Marketing General Manager

Duty Station: Erbil branch office

Responsibilities of the Job:

• Coordinate marketing projects with the DX team.
• Implement testing protocols to address product issues.
• Collaborate with the DX team to improve product performance.
• Conduct audits and inspections for regulatory compliance.
• Understand customer profiles, needs, and pain points.
• Monitor and analyze customer journeys for improvement.
• Collaborate with cross-functional teams to enhance customer satisfaction.
• Identify opportunities to improve the overall customer experience.
• Execute quality assurance processes for product standards.
• Create and execute campaigns for the loyalty program.
• Collect, analyze, and interpret data for insights.
• Use statistical techniques to present recommendations for customer journeys.
• Collaborate with cross-functional teams to leverage data in marketing strategies.
• Conduct market research for target audience identification and industry trends.
• Utilize data analytics to track campaign performance and measure ROI.
• Organize and document processes and files for each product.

Requirements:

• Bachelor’s degree in Business Administration, Business Marketing, Management Information Systems, or a relevant field.
• At least 3 years in a relevant role.
• Fluency in English, Arabic, and Kurdish.
• Iraqi nationality.

Soft skills:

• Solid knowledge of online customer engagement platforms and channels.
• Good understanding of office management and marketing principles.
• Strong analytical and problem-solving skills.
• Detail-oriented with a passion for quality and customer satisfaction.
• Demonstrable ability to multi-task and adhere to deadlines.
• Well-organized with a customer-oriented approach.
• Good knowledge of market research techniques and databases.
• Exquisite communication and people skills.