CUSTOMER EXPERIENCE MANAGER – Ulendo Human Capital Consultant 117 views

Our client, a market leader in their industry is looking for a dynamic individual with business savvy to join their team.

The Job Involves

· Providing functional, technical and process leadership on all service-related processes in the organisation.
· Uses market intelligence to leverage customer insights to define customer experience strategy, leading and managing a team.
· Analyses specific client response patterns to changes in pricing and product offerings by the organisation.
· Identifies and analyses the gaps in customer experience at all organisational customer touch points.
· Researches and develops activities that inform enhancement of customers access to organisational services.
· Analyses the customer feedback and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes and motivations to develop deep insights into customer needs and behaviors.

· Ensures a customer satisfaction index is maintained.
· Designs service tests that review levels of customer satisfaction.
· Manages the multi-channel contact centre harnessing the customer feedback data and uses it to assist the business to improve operational efficiencies.
· Manages implementation and delivery of service transformation projects from inception to closure.
· Educates internal staff on customer experience concepts, value propositions and process.
· Embeds a culture of customer focus across the organisation.

Person Specification, Qualifications & Experience

· Degree in Business, Marketing, Customer Experience, or any other related field.
· 4-6 years’ service industry experience or similar, with minimum 2 years at managerial level.
· Project Management Certification.
· Member of a recognised affiliation i.e., MAZ/IMM.
· Market Research skills with survey results and analysis.
· Operational and/ or strategic exposure to contact centres is an added advantage
· Ability to identify, communicate and ensure implementation of key plans and objectives.
· Ability to work in a fast-paced environment while managing multiple tasks.
· Exceptional verbal and written communication skills and ability to prepare accurate reports.
· Naturally, a passion for service!