Customer Experience Consultant - Clyntech - ACT SMART INNOVATION HUB STARTUPS

Context & Background

Berytech is a leading organization in the Entrepreneurial Eco-system in Lebanon, that aims to provide a conducive environment for the creation and development of startups, through incubation, business support, counseling, funding, networking, and the company hosting, hence taking part in the economic revival of the country, participating in wealth and job creation, and retaining graduates and high-level skills in Lebanon.

The Accelerator Program's mission is to nurture and grow disruptive ideas, proof of concepts, and prototypes that share three common characteristics:

• A disruptive scientific or technological focus in the Clean-tech sector.
• The possibility to scale beyond the local market.
• The potential to create sustainable job opportunities locally.

Scope of work

The Accelerator Program seeks to train entrepreneurs on Customer Experience (CX) and CX Audit to evaluate the customer journey across all touchpoints, identify pain points and opportunities for enhancement, and develop strategies to optimize customer satisfaction, increase retention, and strengthen brand loyalty. This scope is to be tailored for B2B, B2C and digital companies.

The selected candidate will be required to deliver 1 half-day workshop and up to 1 on-on-one session for each of the 8 startups covering the following:

• Introducing startups to the elements of customer experience and their impact on business success:
  • Key elements of a successful customer journey (touchpoints, moments of truth).
  • Case studies of excellent vs poor customer experiences.
• Training entrepreneurs on how to map and audit their customer journey to identify opportunities for improvement using structured methodologies and metrics:
  • Developing a comprehensive customer journey map that visualizes each step of the customer experience, from awareness and engagement to post-purchase and support.
• Introducing the concept of customer audits as a means of evaluating the effectiveness of a company’s customer experience strategy.
  • Provide startups with a step-by-step guide on how to perform their own customer audits, analyze data and report findings.
• Discussing actionable strategies to enhance customer experience and foster long-term customer loyalty.
  • Establishing clear KPIs and metrics for tracking the success of the implemented improvements over time.

Deliverables

• Half-day workshop covering the scope of work mentioned above
• Followed by up to 1 one-on-one sessions with up to 8 startups (total of up to 8 one-on-one sessions)
• A comprehensive and detailed mapping of the customer journey for up to 8 startups.

Qualifications

• At least 7 years of experience as a Consultant, Trainer, or similar role, preferably with a startup or in a startup environment
• Practical experience in sales or customer-facing roles, offering a strong foundation in understanding customer needs
• Excellent communication skills, crucial for collaborating with diverse teams, understanding feedback, and addressing challenges efficiently.
• Fluent in English