Director of Client Experience Management

2 weeks ago


Ajah Ward, Nigeria ACEROYAL ESTATES LTD Full time

We are seeking a highly skilled and experienced Director of Client Experience Management to join our team at ACEROYAL ESTATES LTD.

Company Overview

At ACEROYAL ESTATES LTD, we pride ourselves on delivering exceptional client service and experiences. As a key member of our team, you will play a critical role in driving this mission forward.

About the Role

The Director of Client Experience Management is responsible for leading our client service department, ensuring high levels of client satisfaction, and fostering strong relationships between clients and the company. This role involves leading a team, developing strategies for client engagement, and driving initiatives that enhance the overall client experience.

Key Responsibilities:
  • Team Leadership:
    • Lead and mentor the client service team, fostering a culture of excellence and collaboration.
    • Set performance standards and monitor team performance against goals.
  • Client Relationship Management:
    • Build and maintain strong relationships with key clients to ensure their needs are met.
    • Serve as the primary point of contact for major clients, addressing any issues that arise.
  • Strategy Development:
    • Develop and implement strategies to improve client satisfaction and retention.
    • Analyze client feedback and service metrics to identify areas for improvement.
  • Cross-Functional Collaboration:
    • Collaborate with sales, marketing, and product teams to align client service efforts with company goals.
    • Facilitate communication between departments to ensure seamless service delivery.
  • Performance Monitoring:
    • Track and report on client service KPIs, identifying trends and areas for growth.
    • Conduct regular reviews of client service processes to ensure efficiency and effectiveness.
  • Training and Development:
    • Oversee training programs for new and existing team members to enhance skills and knowledge.
    • Encourage continuous professional development within the team.
  • Budget Management:
    • Manage the client service department's budget, ensuring efficient allocation of resources.
Requirements:

To be successful in this role, you will need:

  • A Bachelor's degree in Business Administration, Marketing, or a related field; an MBA is preferred.
  • 7+ years of experience in client service or customer relations, with at least 3 years in a leadership role.
  • Exceptional verbal and written communication skills, with the ability to engage clients and team members effectively.
  • Strong analytical and problem-solving skills to address client needs and improve service delivery.
  • Able to build rapport and maintain relationships with diverse clients and stakeholders.
  • Experience managing multiple projects and initiatives simultaneously.
  • Familiarity with client service software and CRM systems; proficiency in Microsoft Office Suite.
  • Able to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • A strong commitment to understanding and meeting the needs of clients.
Estimated Salary:

$120,000 - $150,000 per annum, depending on experience.

Please note that the salary range provided is an estimate and may vary based on individual circumstances.



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