Customer Experience Manager

About the role

The Customer Experience Manager will work remotely on a full‑time basis to design, manage, and continuously improve the experience of members and stakeholders across all OIRK touchpoints. You will translate feedback from engineers and partners into actionable improvements that enhance service delivery, communication, and overall perception of OIRK.

Key responsibilities

• Monitor satisfaction levels and collect feedback from engineers, partners, and members.
• Analyse feedback, track experience metrics, and propose data‑driven improvements.
• Coordinate and optimise digital and direct communication channels.
• Develop and maintain guidelines for consistent service delivery.
• Respond to inquiries, resolve issues, and prepare regular experience reports.
• Collaborate with internal teams to align operations with stakeholder needs.
• Support strategic projects that enhance OIRK’s value proposition within the engineering community.

Required profile

• Strong customer‑focused mindset with proven experience in customer experience or satisfaction.
• Excellent written and verbal communication skills in English; Albanian knowledge is a plus.
• Solid analytical abilities to interpret feedback and drive improvements.
• Experience in membership‑based, professional, or service organisations is beneficial.
• Ability to work independently in a remote setting, manage multiple priorities and collaborate with diverse stakeholders.

Required skills

• Familiarity with CRM tools or customer‑experience platforms.