Customer Experience Manager

Role Description The Customer Experience Manager is a full-time remote role responsible for designing, managing, and improving member and stakeholder experiences across all touchpoints with OIRK. This role includes monitoring satisfaction levels, collecting feedback from engineers and partners, and translating insights into actionable improvements in services, communication, and processes. The Customer Experience Manager will coordinate and optimize digital and direct communication channels, develop guidelines for consistent service delivery, and support the implementation of member engagement initiatives. Daily tasks include responding to inquiries, resolving issues, preparing reports on customer experience metrics, and collaborating with internal teams to align operations with the needs of engineers and institutional partners. The role also involves contributing to strategic projects that enhance the perception and value of OIRK among its members and the wider engineering community.

Qualifications

• Strong customer-focused mindset with demonstrated skills in Customer Experience and Customer Satisfaction.
• Proficiency in Customer Service practices and the ability to manage inquiries, feedback, and issue resolution in a professional manner.
• Well-developed Communication skills, including clear written and verbal communication in English; knowledge of Albanian is an advantage.
• Solid Analytical Skills to interpret feedback, track experience-related metrics, and propose data-driven improvements.
• Experience working in membership-based, professional, or service organizations is beneficial.
• Ability to work independently in a remote setting, manage multiple priorities, and collaborate effectively with diverse stakeholders.
• Familiarity with CRM tools or customer experience platforms is an asset.
• Bachelor’s degree in business, communications, social sciences, or a related field, or equivalent practical experience