CUSTOMER EXPERIENCE MANAGER – AFC COMMERCIAL BANK 193 views

VACANCY 

AFC COMMERCIAL BANK – CUSTOMER EXPERIENCE MANAGER

Position: VACANCY – CUSTOMER EXPERIENCE MANAGER

Role Profile: AFC Commercial Bank, a subsidiary of AFC Holdings seeks to recruit a Customer Experience Manager. Reporting to the Group Head – Marketing and Corporate Communications, the successful candidate will be responsible for planning, managing, direction of Customer Experience, identifying areas for improvement, tracking the effectiveness of CX initiatives and making data driven decisions to enhance overall customer satisfaction. The successful candidate will also be responsible for bridging the gap between customers and AFC Commercial Bank.

Duties and Responsibilities:

• Defining and implementing standards/procedures for ensuring optimal customer experience.
• Developing internal strategies/processes to consistently exceed customer expectations.
• Utilizing social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
• Supervising Customer Experience and Contact centre teams to ensure their interaction with customers reflects positively on the Bank.
• Liaising with the Product Development and Innovation department to ensure availability of high-quality products and services.
• Establishing communication mediums through which customers can readily contact the Bank and vice versa.
• Monitoring Customer service and Branch teams to ensure compliance with acceptable standards of customer service
• Conducting market analysis and utilizing data driven insights to inform CX improvement plans and strategies.
• Overseeing and monitoring the delivery of service in branches, digital platforms and at Bank agents to ensure consistency and quality across channels.
• Guiding teams in effective client issue resolution and handling any escalations.
• Evaluating touchpoints/steps in the customer journey and identifying opportunities for continuous improvement.

Job Skills & Competencies:

• Excellent presentation skills.
• Project and event management skills.
• Knowledge of banking industry practices.
• Ability to plan and prioritize heavy workloads and meet deadlines.

Qualifications and Experience:

• Bachelor’s Degree in Business Management/ Marketing or equivalent.
• MBA or any relevant Post-graduate qualification will be an advantage.
• 5 years of experience in Customer Service/ Customer Experience related areas.
• Membership in a professional body such as CXAZ or MAZ will be an added advantage.