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Skopje

IuteCredit Macedonia is part of the multinational business operation – IuteCredit Group which has been selected as one of the fastest-growing companies in Europe. Our Macedonian office operates from 2017 and it has grown rapidly over this short period of time. We create extraordinary customer experience through our extraordinary people. As the fastest and most comfortable financial company with loan products that customers prefer, we look for an ambitious character to join our team to make our extraordinary work environment even better.

Due to our continued and rapid growth, we are looking for:

Chief Customer Experience Officer (CCXO) 

The CCXO is an executive who drives the company’s growth in the CX area. He must continuously evaluate business practices, methods, and strategies to improve customer interactions as well as boosting the trust in Iute’s brand.

Main Responsibilities:

  • Creation of individual customer profiles, creation of their individual cycle, monitoring of customer satisfaction
  • Improve customer retention and Increase customer lifetime value. The CCXO must identify customer needs and take proactive steps to maintain and improve positive experiences.
  • Development and management of a client communication platforms that will help communication between the customer and the company
  • Creating a system and finding solutions for customer complaints
  • Project management related to customer experience
  • Implements policies and procedures / standardization related to customer experience
  • Helps managers and establish a big picture strategy and customer-centric culturе and works side by side with them to ensure that CX processes are integrated into daily operations of the product development
  • Implementing customer experience standards in hiring process and monitoring employees development
  • Provide trainings for new employees on customer experience
  • Creating and monitoring a customer feedback system
  • Represents the company at social events / organizes business concepts for special days
  • Responsible for quality assurance procedure and processes
  • Creating a customer loyalty program and reward system
  • Responsible for updating and revising customer experience stimulative bonus schemes based on business needs
  • Secure the implementation of IUTECREDIT EUROPE global guidelines, policies and procedures

Qualification/Experience, Skills, and Competencies:

  • University Degree in economics, business administration, marketing, or other related field
  • Minimum of 5 years’ experience in a Bank or financial institution or related field
  • 10+years’ experience in a senior management roles, especially in Project management, or Customer Experience
  • Team player
  • Organized and detail oriented
  • Business intelligence and analytics skills to determine which measures best capture the company vision, skill in managing and monitoring numbers and parameters, based on which goals and targets are set for the teams in the company
  • Outstanding communication skills (direct, verbal and written), persuasive and negotiation skills to ensure customer and employee satisfaction on daily basis
  • Ability to communicate clearly, reasonably and with respect to satisfied and dissatisfied customers
  • Strong commercial sense, ability to contribute to a senior management team, in fast growing and modern organization
  • Ability to establish standards, measure them, set deadlines, SLA, etc.
  • Advanced stress management skills
  • Negotiation and diplomatic skills to resolve conflicts and deal with problematic situations and activities
  • Customer oriented to continuously increase performance
  • Excellent knowledge and network of associates in the Macedonian business environment
  • Proficient user of English language is a must
  • Excellent MS office skills

Why work at IuteCredit Macedonia?

  • We have nice, bright, cozy offices
  • We work on interesting, challenging tasks every day. There is never a dull moment
  • Our dynamic culture means everyone’s opinion matters. You can contribute and make a positive impact
  • Our rapid growth means there are many opportunities for advancement
  • Simple and flat management structure
  • Right choice if you want to be part of a multicultural, diverse team
  • Regular interesting activities, competitions and benefits for employee

What we offer:

  • Attractive salary and bonuses
  • Positive, dynamic and encouraging work atmosphere
  • Opportunity for personal and professional development
  • Team contribution, events and team building

Interested?

If you are a friendly, independent, and professional team player you will fit right in our winning team! Send us your CV on jobs@iutecredit.mk with the subject Chief Costumer Experience Officer no later than 15.11.2022

With the application you give consent for processing your personal data included in the application documents, for the needs of current and future recruitment processes conducted by IuteCredit Macedonia in accordance with applicable laws in this area. All applications are treated with high level of confidentiality.