As the Manager of Customer Satisfaction and Feedback (CSFD) within the Marketing and Business Intelligence (BI) department, you will be responsible for overseeing all aspects related to customer satisfaction, feedback collection, analysis, and strategic implementation of insights to drive business growth and enhance customer experience
You will lead a team dedicated to gathering, analyzing, and interpreting customer feedback data, providing actionable insights to various stakeholders across the organization
Key Responsibilities:
Develop and implement a comprehensive CSFD strategy aligned with organizational goals and objectives
Lead the CSFD team in designing and executing surveys, feedback mechanisms, and other data collection methods to gather customer insights
Analyze customer feedback data using various tools and methodologies to identify trends, patterns, and areas for improvement
Work closely with cross-functional teams, including Marketing, Product Development, Sales, and Customer Support, to translate customer insights into actionable strategies
Collaborate with BI analysts to integrate CSFD data with other business intelligence sources for a holistic view of customer behavior and preferences
Develop and deliver regular reports and presentations to senior management, highlighting key findings, trends, and recommendations derived from CSFD data
Drive continuous improvement initiatives based on CSFD insights to enhance customer satisfaction, loyalty, and retention
Stay updated on industry trends, best practices, and emerging technologies related to customer feedback and BI analytics
