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Customer Experience Manager

3 months ago

Lagos, Lagos, Nigeria Tati Consults Full time

Job Summary:

The Customer Experience Manager is responsible for designing and implementing strategies to improve the overall customer experience. This role involves understanding customer needs, developing programs to enhance satisfaction, and ensuring that all customer interactions reflect the company's commitment to exceptional service. Additionally, the Customer Experience Manager will be responsible for setting up the customer experience department and training team members to deliver superior service.

Key Responsibilities:

Customer Experience Strategy:

  • Develop and implement customer experience strategies to enhance customer satisfaction and loyalty.
  • Identify key touchpoints in the customer journey and create plans to optimize these interactions.
  • Utilize customer feedback, market research, and data analysis to inform strategic decisions.

Department Setup:

  • Establish the customer experience department, including defining roles and responsibilities.
  • Develop and implement processes, procedures, and standards for the department.
  • Ensure the department is equipped with the necessary tools and technology to deliver exceptional customer service.

Team Training and Development:

  • Recruit, hire, and onboard customer experience team members.
  • Develop and deliver training programs to enhance the skills and knowledge of the customer experience team.
  • Provide ongoing coaching and support to team members to ensure high performance.

Customer Feedback and Insights:

  • Collect and analyze customer feedback through surveys, interviews, and other methods.
  • Identify trends, pain points, and opportunities for improvement.
  • Present findings and recommendations to senior management.

Cross-Functional Collaboration:

  • Work closely with marketing, sales, product development, and other departments to ensure a cohesive and customer-centric approach.
  • Align customer experience initiatives with overall business goals and objectives.
  • Facilitate cross-functional projects aimed at improving the customer journey.

Customer Support:

  • Oversee the customer support team to ensure high-quality and responsive service.
  • Develop training programs to enhance the skills and knowledge of customer support representatives.
  • Implement and monitor customer service standards and procedures.

Program Development:

  • Design and launch programs that enhance the customer experience, such as loyalty programs, customer education initiatives, and personalized services.
  • Monitor the effectiveness of these programs and make adjustments as needed.

Performance Metrics:

  • Establish and track key performance indicators KPIs related to customer experience.
  • Prepare and present regular reports on customer satisfaction, retention rates, and other relevant metrics.
  • Use data to drive continuous improvement and measure the impact of customer experience initiatives.

Innovation and Continuous Improvement:

  • Stay current with industry trends, best practices, and emerging technologies related to customer experience.
  • Identify and implement innovative solutions to enhance the customer journey.
  • Foster a culture of continuous improvement within the organization.

Qualifications:

  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Proven experience as a Customer Experience Manager or in a similar role.
  • Strong knowledge of customer experience principles, strategies, and best practices.
  • Excellent communication, leadership, and interpersonal skills.
  • Proficiency in customer experience software, CRM systems, and MS Office.
  • Strong analytical and problem-solving abilities.
  • Ability to handle sensitive and confidential information with discretion.

Preferred Qualifications:

  • A degree in a related field.
  • Professional certification in customer experience e.g., Certified Customer Experience Professional.
  • Multilingual abilities are a plus.