Customer Experience Manager
Full Time Nicole Sinclair posted 4 weeks ago in Industrial and Consumer GoodsJob Description
The Customer Experience Manager plays a pivotal role in building a team in ensuring exceptional service delivery and satisfaction across our platform. The job holder will build and lead a team dedicated to enhancing positive customer experience and customer interactions, customer satisfaction, resolving issues promptly, and driving continuous improvements to our service offerings.
Key Responsibilities:
- Customer Relationship Management:
- Build and nurture strong relationships with key customers, understanding their needs, challenges, and preferences.
- Serve as the primary point of contact for escalated customer issues and concerns, ensuring swift resolution and maintaining customer satisfaction.
2. Team Leadership and Development:
- Lead, mentor, and motivate a team of customer service representatives, fostering a culture of excellence, teamwork, and accountability.
- Provide ongoing training and development opportunities to enhance team members’ skills in customer service, problem-solving, and communication.
3. Operational Excellence:
- Oversee the end-to-end customer experience journey, identifying areas for improvement and implementing strategies to streamline processes and
enhance efficiency.
- Collaborate with cross-functional teams to optimize service delivery, leveraging technology and data-driven insights to drive operational excellence.
4. Quality Assurance and Performance Monitoring:
- Establish and maintain quality assurance standards for customer interactions, ensuring adherence to company policies and service level agreements.
- Monitor key performance indicators (KPIs) and metrics to assess team performance and customer satisfaction levels, implementing corrective actions as needed.
5. Customer Feedback and Insights:
- Develop mechanisms to gather and analyze customer feedback, leveraging insights to inform product enhancements, service improvements, and strategic decision-making.
- Regularly communicate customer insights and trends to relevant stakeholders, driving a customer-centric approach to business development and innovation.
6. Expansion and Growth Initiatives:
- Support the company’s expansion efforts into new African countries, collaborating with cross-functional teams to ensure seamless integration of customer experience operations.
- Identify opportunities to enhance our service offerings and differentiate our brand in the market, contributing to the company’s growth and market leadership.
Qualifications:
- Bachelor’s degree in business administration, marketing, or a related field; advanced degree preferred.
- Minimum of 5 years of proven experience in a customer experience or customer service leadership role, preferably within the logistics or technology industry.
- Strong leadership and team management skills, with a track record of building high-performing teams and driving results.
- Excellent communication, interpersonal, and problem-solving skills, with a customer-centric mindset.
- Ability to thrive in a fast-paced, dynamic environment and drive continuous improvement initiatives.
- Knowledge of logistics operations and familiarity with relevant technology platforms is a plus.
- Fluency in English; proficiency in other local languages is advantageous.
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