Client Experience Manager

7 months ago

Cape Town, South Africa Plus1X Solutions (Pty) Ltd Full time

+Onex is hiring a highly experienced Client Experience Manager, to manage the service delivery to customers in a seamless manner to meet and exceed customer expectation in an efficient and cost-effective manner, achieving SLA targets and meet contractual obligations. They will also oversee projects and standards to ensure a uniformed and optimized customer environment.

**Experience**
- At least five 5 years active experience managing operations and service delivery in customers environment of complex multidiscipline nature.
- At least two 2 years program management experience implementing complex multi-disciplined projects. Project manager exposure or having managed projects.
- At least two 2 years’ experience leading multicultural teams in a service delivery environment.
- Understanding and exposure to service management tools as well as monitoring tools.
- Proficiency in MS Office suite with Power BI an added advantage.

**Responsibilities**
- Take accountability for overall service delivery and customer experience.
- Build strong customer relationships and with all delivery organizations, internal and external.
- Accountable to manage service delivery organizations and their contractual obligations. Address without delay, performance issues when they arise.
- Take accountability for the financial wellbeing of the account.
- Develop and implement strategies to ensure customer relationship and end-to-end services delivered is of high standard and foster positive customer experience.
- Define operational processes in line with developed strategies to support meeting a positive customer experience outcome. Ensure such operations aligns to +Onex process and procedures.
- Continuously review training requirements and facilitate further training identified for allocated staff to ensure they remain current in expertise required to fulfil their required duties.
- Manage and oversee standards of customer solutions and the professional implementation thereof. Where required manage projects to ensure successful implementation and customer satisfaction is achieved. Always perform a program manager role when projects are to be implemented in the customers environment and set the required format and standards in collaboration with the technical teams.
- Continuously review and assess operational trends in the customer environment, identify areas needing improvement and in collaboration with the appropriate technical teams launch an applicable CSI (Customer Service Improvement) project.
- Manage and compile the required reporting requirements, SLA and other report delivery obligations as required and directed.

**Ideal qualification**

***
- Post Graduate Degree/Diploma in Electronics / Communications sector.
- ITIL Practitioner / Manager
- Leadership Training
- Proficient in-Service Management Tools

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