About us:Astra Tech is a UAE-based technology investment and development group, that embarked on a mission to build the world’s first ultra-platform & ecosystem, that will disrupt the consumer technology space by rethinking the boundaries of a digital ecosystem. It will be the first of its kind in the MEA region to simplify the way people & businesses interact, engage and transact with each other. The platform will provide seamless connectivity between consumers and businesses, enabling users to effortlessly access home, e-commerce, and fintech services in one place. Astra’s mission is to enrich people’s lives by making communicationand e-commerce more seamless, connected, and natural. About the role: The Customer Experience Manager is tasked with enhancing customer satisfaction and loyalty bymanaging and optimizing every interaction a customer has with the company. This role involves analyzing customer feedback, implementing improvements, and collaborating with various departments to ensure a seamless and positive customer journey, from initial contact to post-service support, process mapping, automation and utilizing new technologies.Key Responsibilities: Analyse and map the end-to-end customer journey to identify pain points and areas forimprovement. Implement strategies to enhance the overall customer experience at every touchpoint. Collect, analyse, and interpret customer feedback through surveys, reviews, and otherchannels. Use data and insights to identify trends, areas for improvement, and opportunities to exceedcustomer expectations. Oversee customer service operations to ensure timely and effective resolution of customerissues. Implement and maintain customer service standards and procedures. Train and educate employees on customer-centric practices and the importance ofdelivering exceptional customer experiences. Establish key performance indicators (KPIs) to measure and track customer satisfaction andloyalty. Regularly report on customer experience metrics and make data-driven recommendationsfor improvement. Manage the customer experience across various channels, including online platforms, socialmedia, in-person interactions, and more. Develop and implement communication plans for handling crises that may impact thecustomer experience. Ensure transparency and maintain customer trust during challenging situations. Identify and implement emerging technologies (such as AI-driven chatbots, virtual assistants,or personalized recommendation engines) to enhance the customer experience. Collaborate with third-party vendors and partners to ensure they align with theorganizations customer experience standards. Establish service level agreements (SLAs) and monitor performance metrics for externalcontributors to the customer journey.Qualifications 5 years of proven experience in customer experience management or a related role. Strong analytical, communication, and problem-solving skills. Familiarity with customer experience software and analytics tools (Zendesk, etc) Ability to collaborate and influence cross-functional teams. Proficient Microsoft office user and Excel advanced is a must Good knowledge of AI chatbots and workflow implementations