We are hiring a Sr Manager Consumer Experience (also known as Customer Experience Director, Consumer Insights Manager, or CX Strategy Lead) to join a dynamic team based in Algiers, Algeria. This is a senior-level leadership role focused on shaping end-to-end consumer journeys, driving customer satisfaction, and building a culture of experience excellence across all touchpoints.
About the Role
As a Senior Manager of Consumer Experience, you will take ownership of the entire customer lifecycle — from initial awareness through post-engagement loyalty. You will lead cross-functional initiatives that bridge marketing, operations, and digital transformation to deliver seamless, memorable experiences. This position is ideal for a strategic thinker who combines data-driven decision-making with deep empathy for the consumer.
Key Responsibilities
- Design and execute a comprehensive consumer experience strategy aligned with business goals and brand values.
- Map end-to-end customer journeys, identify pain points, and implement solutions that improve satisfaction and retention.
- Lead and mentor a team of CX professionals, fostering a culture of continuous improvement and innovation.
- Leverage consumer analytics, sentiment analysis, and behavioral insights to inform strategic decisions.
- Collaborate with product, marketing, and operations teams to ensure consistent omnichannel experiences.
- Establish and monitor key CX metrics such as NPS, CSAT, and customer effort score.
- Present experience performance reports and actionable recommendations to executive leadership.
- Stay ahead of industry trends in customer experience management, consumer behavior analytics, journey mapping, service design, and voice of the customer programs.
Requirements
- Proven experience in consumer experience, customer experience management, or a related senior leadership role.
- Strong strategic planning skills with the ability to translate vision into measurable action plans.
- Deep understanding of customer journey mapping, service design principles, and experience frameworks.
- Excellent analytical capabilities with hands-on experience using CX platforms and data tools.
- Outstanding communication and stakeholder management skills across all organizational levels.
- Ability to lead change management initiatives and drive cross-functional collaboration.
- Fluency in both English and French is highly preferred given the Algerian market context.
What We Offer
- The freedom to dream up and deliver better, brighter solutions that make a real impact.
- Space to move your career forward in endlessly diverse directions.
- A collaborative and forward-thinking work environment in Algiers.
- Opportunity to shape the consumer experience function at a strategic level.
Tips to Land This Role
- Highlight specific examples where your CX initiatives led to measurable improvements in customer satisfaction or retention.
- Prepare a portfolio or case study showing a customer journey you redesigned from start to finish.
- Demonstrate your ability to work across departments — show how you brought marketing, product, and operations together.
- Research the company's current customer experience landscape and come prepared with 2-3 actionable improvement ideas.
- Be ready to discuss how you balance data-driven insights with human-centered design in your decision-making process.