Customer Experience Manager

2 weeks ago

Craighall Park, South Africa Digicall Management Services Full time

**ROLE SUMMARY**

Join our team as a Customer Experience Manager and lead the charge in shaping exceptional customer journeys

The Customer Experience Manager will work with other support teams including network planning, customer care, training, quality, and business processes to define solutions and ensure successful deployment for all the operational components for the strategic systems. In addition, the incumbent will need to ensure to deliver on quality, address complaints and ensure that the customer satisfaction index is updated, aligned, and addressing the customers’ needs. Furthermore, the Customer Experience Manager will also be responsible for performing industry analysis as required to identify industry benchmarks for customer expectations.

**QUALIFICATIONS**
- Minimum: Senior Certificate (NQF4) or the equivalent
- Preferred: Bachelor’s Degree
- Advantageous: MBA

**EXPERIENCE**
- 5+ years’ customer service experience.
- 3+ years’ experience as a Manager; or 3+ years’ experience in a senior managerial role.
- Demonstrated experience managing one or more departments.

**RESPONSIBILITIES** **Strategy**
- Develop and implement strategies useful in improving customer relationships, dedication, and satisfaction.
- Provide strategic leadership of short
- and long-term goals through the use of thoughtful techniques in the communication of the company’s mission and core values as a means to implement positive change and/or create organisational structure within the assigned business unit(s).
- Define a future state vision for the customer experience and develop strategies aligned to that vision.
- Oversee the restructuring of an organisation into a customer-focused establishment.

Operational
- Lead operational efforts through subordinates to complete the administration of business processes and services to ensure the operations effective achievement of goals within the assigned business unit(s).
- Manage a team of Quality Assessors, Customer Liaison Officers and Internal Trainers to guide and direct the activities of customer experience representatives to ensure their interactions with clients reflects positively on the company and their clients.
- Understand/define/refine the customer segments and develop an action plan based on insight into customer behaviours and propensities.
- Organise, plan, and monitor the company and its client's customer service to ensure optimized interaction to all customers that are interacted with.
- Define and implement standards/procedures for ensuring optimal customer experience.
- Translate action plans into business rules that define how each type of interaction should be handled for each customer segment.
- Design customer experiences that reflect corporate strategy, enhance satisfaction, and are profitable.
- Identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.
- Analyse data to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviours.
- Continuously measure and refine the customer experience strategy - including dimensions related to service levels and products roadmap.
- Maintain industry leading customer experience metrics.
- Work with Marketing, Operations and Analytics to define enabling capabilities, infrastructure, and processes to ensure seamless execution, measurement, and continuous improvement.
- Create scorecards/dashboards and target metrics for programs to support optimisation of investments.
- Define analysis solutions to ensure ability to understand/define/refine the customer segments and develop an action plan based on insight into customer behaviours, propensities, needs, and performance of activities.
- Define measurement plans that provide insight into performance and opportunities related to customer experience initiatives.
- Drive best practices and continuous improvement programs to achieve and maintain industry leading customer satisfaction/experience metrics.
- Ensure to analyse comprehensive, ongoing program analysis, and reporting to inform business decisions, programs, and investments.
- Identify, propose, and manage primary research, as needed, to inform market opportunities, creative execution, etc.
- Conduct research to identify more personalized methods of customer interactions.
- Establish communication channels and mediums through which clients reach out to the company and vice versa.
- Utilise various communication platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
- Complaints tracking, remedial action plans and reporting.
- Collect, analyse, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
- Analyse customer feedback and develop programs effective for improved customer e

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