Manager Customer Experience

Here is the opportunity to be the Manager Customer Experience for the leading telecom brand.

  • Competitive salary
  • Performance-related bonus
  • Medical benefits
  • Products and service-related discount schemes And much more!

Key Responsibilities:

  • Define and implement standards/procedures for ensuring optimal customer experience & establish communication channels and mediums through which customers reach out to Dhiraagu.
  • Conduct surveys to gather information on customer feedback, analyze these and suggest improvements.
  • Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience
  • Produce monthly customer experience metrics
  • Identify ideal customer profiles and map customer journeys to identify the gaps in customer experience across all physical and digital touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to refunds to customer support. Ensure regular production and update of Customer Journey Maps and that each touchpoint across the customer journey is engaging, efficient, and effective.
  • Keep track of customer journeys and coordinate with all internal stakeholders such as product design or development, Marketing, Sales, Customer Services, Finance, Networks, IS and so on, in order to keep fine-tuning the customers experience and develop programs effective for improved customer experience.
  • Commission review of customer journeys and product/preposition experiences to identify opportunities to improve
  • Organize projects and initiatives to enlighten staff on customer experience
  • Conduct studies and research to discover new techniques necessary for improving customer experience
  • Come up with initiatives to increase customer satisfaction rates, increases customer loyalty, and gains more referrals from those loyal customers.
  • Conduct regular CEB meetings and track and ensure timely execution of agreed actions
  • Establish and manage a clear plan and roadmap, and work with the key stakeholders to drive changes and ensure decision points and actions are managed and tracked
  • Establish processes to collect KYC and digital onboarding of customers and regularly update customer profiles through digital and physical channels.
  • Regularly prepare and keep track of “Cost to Serve” across all channels
  • Establish strategies and initiatives to shift all or most customer interactions towards digital channels.

Person Specifications:

  • Minimum Bachelor’s degree in business administration, management studies, or in a related discipline and prior experience and skills in customer service, as well as communication skills roles
  • Prior Experience of 3 Years in mapping customer journeys, producing journey gaps across multiple channels for multiple products bot for new and existing customer bases
  • Prior experience (up to 3 years) in the field of customer experience, retail service or marketing will be an added advantage.
  • Prior experience of conducting customer surveys, analytics and identifying service gaps and producing action plans.

Please state the job title as the subject when applying for the post.

Bring your CV & attested academic certificates when you come to the interview.

Application Deadline:

  • 27 August 2020

*Only short-listed candidates will be notified