Customer Journey Manager

Job Summary
Habitt is seeking a personable, customer-focused, and results-driven Customer Journey Manager to join our dynamic retail team in Karachi. This role is pivotal in fostering long-term customer relationships by delivering exceptional service, personalized engagement, and smooth sales experiences. If you have a passion for home décor, thrive in a fast-paced retail setting, and enjoy meaningful customer interactions, this opportunity is ideal for you.

Key Responsibilities
As a Customer Journey Manager, you will be responsible for mapping the entire customer journey to uncover opportunities that enhance satisfaction, boost conversion rates, and increase customer loyalty. You will analyze customer feedback, behaviors, and pain points to drive continuous improvement initiatives. Collaboration is essential, as you will work closely with marketing, sales, and operations teams to ensure a consistent and seamless experience across all customer touchpoints, including in-store, online, delivery, and post-sale interactions.

You will develop and implement strategies to personalize customer interactions and communications effectively, tailoring experiences to individual needs. Monitoring key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates will be crucial to measuring success and identifying areas for growth.

Designing and refining customer onboarding processes, loyalty programs, and after-sales support will be part of your remit to elevate the overall customer experience. You will prepare detailed customer journey reports and dashboards for internal stakeholders to inform strategic decisions. Staying abreast of industry trends, evolving customer expectations, and competitive benchmarks will help maintain Habitt’s leading edge in the market.

Additionally, you will train staff on customer journey best practices and champion a customer-first culture throughout the organization, ensuring every team member understands the importance of exceptional service and engagement.

Required Qualifications
- A minimum of 3 years of relevant experience in the retail industry.
- Bachelor’s degree or higher.
- Strong interpersonal and communication skills, with the ability to engage effectively at all organizational levels.
- A genuine customer-first attitude and passion for delivering outstanding service.
- Energetic, confident, and able to work collaboratively within a team environment.
- Proficiency in basic computer operations and familiarity with POS systems.

Preferred Qualifications and Benefits
While not explicitly stated, candidates with experience in home décor retail or customer experience management will find this role particularly rewarding. This is a full-time, in-person position based in Karachi, offering the chance to contribute to a vibrant retail environment focused on home décor. Joining Habitt means becoming part of a team dedicated to innovation, customer satisfaction, and continuous growth.

If you are motivated to enhance the customer journey and drive meaningful results, we encourage you to apply and help shape the future of retail experiences at Habitt.