ICAP Executive Search & Selection is one of the premium consultancies and part of ICAP People & Employment Solutions, the largest HR Services Provider in Greece and Cyprus. With more than 50 years of experience, we specialize in assessing and recruiting Senior to Middle-Level Executives across all sectors. ICAP Executive Search & Selection, representing a leading international company, is looking for a talented and driven professional to join its team. Recognized for its innovative mindset, customer-first philosophy and market leadership, the company provides a dynamic workplace with significant growth prospects for individuals ready to contribute to its ongoing success. The role is located in Thessaloniki. Customer Experience Manager (Ref. 5848/CEM/ESS/GR) Key Responsibilities • Lead the creation and rollout of customer-centric strategies to boost loyalty, improve sales and optimize the division’s operational expenses. • Design and execute customer retention and loyalty programs to foster long-term customer commitment. • Deliver tailored customer experiences by implementing personalized communication and offerings across all channels. • Oversee the collection, interpretation and application of customer insights and market data to inform business decisions. • Identify data-driven opportunities to enhance the customer journey and satisfaction. • Ensure data integrity, security, and GDPR compliance across all customer information systems. • Promote seamless customer personalization across digital, physical and service touchpoints. • Develop and track the effectiveness of the Customer Journey Strategy to ensure continuous improvement. • Maintain exceptional customer service quality through streamlined processes and technology integration. • Leverage AI tools, chatbots and predictive analytics to elevate service levels. • Provide comprehensive training and leadership to align teams and build a high-performing, customer-focused culture. Qualifications: • Minimum of 5 years’ experience in Customer Engagement, Customer Relationship Management, or Loyalty Programs within retail or FMCG sectors. • Proven expertise with CRM platforms, data analytics and customer segmentation tools. • Knowledge of SQL, Google Analytics and API integrations. • Experience in omnichannel customer service models. • Knowledge of data protection policies and GDPR regulations. • Proficient in English and Greek. • Strong leadership, communication and analytical capabilities. The company offers: • Competitive salary • Company car • Private medical insurance for the executive and the family • Vouchers • Hybrid work model • Career advancement in a customer-focused, data-driven and innovative environment