1. General Information
| Approved date: | 2020.12.01 |
| Department belongs to: | Administration Department |
| Directly responsible to: | Senior Marketing Manager |
| Appeal to: | Chief Executive Officer |
| Substitutable position: | |
2. Main purpose and Responsibilities of the Position
| Job Summary: | - Meeting and exceeding business objectives ensures consistent achievement of all financial and operational KPIs
- Managing to deliver an outstanding ‘Customer Experience’
- Managing, inspiring and motivating the operation team to ensure operational excellence, high employee engagement and service improvement is achieved
|
| Key areas of accountability: | - erxes open-source, Enterprise and SaaS customers
- Team members
|
| Primary job description: | - Respond to comments and customer queries in a timely manner
- office.erxes.io Team Inbox, Task - to listen, report, follow up and respond
- Sentry /User Feedback/ - Update on Bugs/Enhancement request coming from both User feedbacks and Internal Tests findings
- Heatway /Product release generating program/ - To regularly update on product release
- Content to be created - Saas Feature update/Enhancement update
- Trello /Roadmap/ - Update erxes Roadmap on Vote and Internal Product Development Planning
- Engage Community - Conduct webinar and
- Discord chat
- Communicating with clients to understand their needs and explain product value
- Building relationships with clients based on trust and respect
- Collaborating with internal departments to facilitate client need fulfillment
- Collecting and analyzing data to learn more about consumer behavior
- Keeping accurate records pertaining to inventory and account notes
- Maintaining updated knowledge of company products and services
- Resolving complaints and preventing additional issues by improving processes
- Identifying industry trends
- Acting as a client advocate with a focus on improving the buyer experience
- INTERNAL COMMUNITY AND TEAM MEMBERS
- Share the Organizational Vision With Each Member
- Communicate and understand each team members in relation
- Get team members motivated and feel appreciated under your supervision
- Create and Maintain a Team Spirit
- erxes XOS/Mobile application/
- Facebook /Нью Медиа Фэн Груп/
- Discord chat
- Peoplebox - OKR
|
3. Additional information
| Working condition | Normal |
| Working hours | 9.00-18.00 Monday - Friday (can work remotely during this time) |
| Work equipment | Desk, chair, computer, and other |
4. Performance measured by following main factors
- Highly effective workflow and financial objectives to meet
- Smooth and professional communication flow both internally and externally
