Shape Conversations That Build Loyalty: We’re Hiring a WhatsApp Customer Experience Strategist

In today’s digital-first marketplace, customers expect fast, friendly, and meaningful interactions—especially on platforms they already use every day. WhatsApp has become one of the most powerful customer communication channels, and how a brand shows up there can make or break trust. That’s why hiring a skilled WhatsApp Customer Experience Strategist is no longer optional; it’s essential. This role is about more than replying to messages. It’s about designing thoughtful, human-centered experiences that turn conversations into long-term relationships and customers into brand advocates.

Company Overview

We are a growing, innovation-driven organization focused on delivering exceptional digital experiences. Our team blends strategy, creativity, and technology to help brands communicate smarter and serve customers better. With a strong emphasis on customer satisfaction and continuous improvement, we create solutions that feel personal, efficient, and impactful at every touchpoint DB To Data.

Position Overview: WhatsApp Customer Experience Strategist

As our WhatsApp Customer Experience Strategist, you will own the end-to-end customer journey on WhatsApp. You will design conversation flows, improve response strategies, collaborate with support and marketing teams, and use insights to enhance satisfaction and engagement. Your mission is to ensure every WhatsApp interaction reflects empathy, clarity, and brand consistency.

Key Job Responsibilities

• Design and optimize WhatsApp-based customer experience strategies aligned with business goals

• Create conversation frameworks, message guidelines, and tone-of-voice standards

• Map customer journeys and identify opportunities to reduce friction and improve satisfaction

• Work closely with customer support teams to enhance response quality and efficiency

• Collaborate with marketing teams to align service communications with campaigns and brand messaging

• Analyze customer conversation data, feedback, and response metrics to drive improvements

• Develop and refine automation and chatbot flows while maintaining a human touch

• Test new engagement approaches and continuously optimize based on performance insights

• Ensure compliance with data privacy, customer consent, and messaging best practices

• Train internal teams on WhatsApp communication standards and customer empathy principles

Required Skills & Qualifications

• Proven experience in customer experience (CX), customer success, or digital communication strategy

• Strong understanding of WhatsApp as a customer engagement and support platform

• Excellent written English with the ability to write clear, empathetic, and persuasive messages

• Experience designing conversational flows or customer journey maps

• Analytical mindset with the ability to interpret data and customer behavior

• Familiarity with CRM systems, customer support tools, or messaging platforms

• Ability to balance automation with personalized, human-centered communication

• Strong collaboration skills and comfort working with cross-functional teams

• Detail-oriented, organized, and proactive problem solver

• Background in marketing, communication, UX, or customer service is a strong advantage

Who Should Apply

This role is ideal for professionals who genuinely care about how customers feel during every interaction. If you enjoy shaping conversations, improving service experiences, and finding smart ways to connect brands with people, this position is for you. Whether you come from customer support, CX strategy, digital marketing, or UX writing, your insight and empathy can make a real difference here.

If you believe customer experience is not just a department but a company mindset, we want to hear from you.

Application Instructions

To apply, please prepare the following:

• An updated CV highlighting relevant experience

• A brief cover letter explaining why you are interested in this role

• (Optional) Examples of WhatsApp, chat, or digital customer experience work you’ve contributed to

Submit your application through our official careers channel. Shortlisted candidates will be contacted for the next steps, which may include an interview and a practical discussion on customer experience strategy.

Why Join Us?

You’ll join a supportive and forward-thinking team that values ideas, initiative, and impact. We believe great customer experiences come from empowered professionals who are trusted to innovate. This role offers real ownership, growth opportunities, and the chance to shape how thousands of customers experience a brand every day.

Call to Action

If you’re ready to turn conversations into connections and redefine how brands serve customers on WhatsApp, this is your moment. Step into a role where your strategy, creativity, and empathy truly matter. Apply now and help us build customer experiences people remember.