Customer Experience Manager

Omnisend is an email and SMS marketing platform built specifically to help ecommerce stores grow their online businesses faster. With easy integration with major ecommerce platforms, ready-made automation and email templates, and award-winning 24/7/365 customer support, Omnisend makes it simple for businesses of all sizes to sell more without breaking the bank. The idea that "great marketing needs to be expensive" is proven wrong every day by over 125,000 Omnisend customers who are successfully growing their businesses through email and SMS marketing.

• Feedback Management: Own the full lifecycle of customer feedback—collecting, prioritizing, leveraging insights for experience improvement, and ensuring a closed feedback loop;
• Automation: Use AI tools to streamline and automate aspects of the feedback process, driving efficiency and scalability;
• Resolution Ownership: Take accountability for customer feedback, ensuring full or partial resolution is achieved in collaboration with relevant teams;
• Customer Journey Design: Create a simplified post-purchase customer journey, clearly mapping out the key touchpoints;
• Gap Analysis: Identify areas in the journey with insufficient touchpoints, analyzing the impact on the overall customer experience;
• Cross-Functional Collaboration: Partner with other teams to develop and implement impactful touchpoints where they are missing.

• Strong customer-centric attitude;
• At least 1.5 years of experience in Customer Experience, Voice of Customer, UX or a related field, preferably in SaaS;
• Demonstrated ability to design and improve customer journeys and touchpoints;
• Familiarity with customer feedback processes, including the ability to prioritize and act on feedback for experience enhancement;
• Experience with AI or automation tools for operational efficiencies;
• Strong organisational and problem-solving skills, with the ability to work independently and take ownership of projects;
• Excellent communication skills, enabling effective collaboration across teams and with customers;
• A data-driven mindset, with the ability to derive actionable insights from customer feedback and behavior;
• Fluency in English.

• Gross salary from 4500 EUR/month based on experience;
• Quarterly salary reviews;
• An unlimited learning budget for self-improvement complying with the best interest of Omnisend (after 3 months);
• Working methods and best practices inspired by the best tech companies in Silicon Valley;
• Senior colleagues (over 70%) enable us to have a high-performing, productive environment where your growth will accelerate;
• Flexible working hours and remote work possibilities;
• Private health insurance;
• Unlimited access to psychotherapy;
• Workstation budget (420 Eur);
• Work anniversary gifts like house cleaning services, bikes, or scooters;
• Attractive workations and team-led team-building events.