Customer Experience Manager

**Purpose statement**

**To provide **an excellent customer support service which will ensure a functional and seamless customer experience with timeous, accurate and relevant information.

**To design and implement **processes and procedure aligned to the repair strategy, and to enhance the overall customer journey, ensuring exceptional service and satisfaction at every touchpoint.

**To lead** customer experience initiatives, fostering a customer-centric culture.

**To grow revenue** by continuously identifying new opportunities to sell aftermarket products i.e. Service, Maintenance and Parts for the Eazi product range.

**To maximize After Sales Income** by building solid customer relationships to ensure the Company meets its targets.

**Key performance areas (to translate into a measure of success)**
- Customer support services management
- Contract management
- Leadership & management
- Operational management
- Safety & Training
- Develop and implement a customer experience business plan and customer loyalty
- Maximise aftermarket service, maintenance and parts sales
- Develop & grow market share and identify new market segments
- Customer Relationship Management System / Reporting and Administration
- Technical Acumen
- General

**Main Outputs and Responsibilities for this Position**

**AREA/TYPE**

**RESPONSIBILITY**

Customer support services management
- Maintain and enhance quality standards in customer service, products, and productivity.
- Mentor and coach team members to achieve business objectives and service standards.
- Develop and maintain relationships with peers and key stakeholders.

Contract Management
- Support of Commercial team regarding FMCs and PMA’s.
- Assist in drafting and compiling all necessary commercial contracts and SLA’s with customers. Ensure that all commercial contracts and SLA’s complies with relevant legal/statutory requirements.
- Ensures overall compliance of the terms and conditions of the contract with established policies, procedures and regulations.
- Overall responsibility for customer service, CSI score enhancement, management, and communication.
- Manage customer’s complaints.
- Manage customer satisfaction.

Operational Management
- Ensure all equipment and vehicles are serviced and maintained according to manufacture specifications.
- Ensure that all licensing and regulatory requirements are met.
- Build and maintain relationships with all the key local suppliers to the business for technical and service support.
- Management of services and customer breakdowns (workshop repairs and field repairs).
- Responsible for movement of customer equipment booked for repairs or services in the Service Centre.
- Adhere to, execute, and enforce all company policies, procedures, rules, and regulations.
- Monitor and direct all Service Centre operations and performance.
- Takes responsibility for customer service levels and maintains customer relationship standards.

Leadership & Management
- Collaborates with internal departments to minimize contractual risks to the Company.
- Manages and resolves contract compliance issues.
- Assists with dispute resolutions as needed.
- Ensure approvals and appropriate documentation are received and maintained as needed.
- Attend to and give advice on any queries related to contractual and/or SLA non-compliance.
- Manage a central repository and database for all customer contracts and monitor the contractual periods for all contracts.
- Assist and ensure the CSM timeously check the expiry dates of contracts to enable suitable time for the commercial team to renew such contracts.

Safety & Training
- Build procedures and processes to ensure that every Accessor trainer has the appropriate and legal licenses for training.
- Ensure annual training targets are set and met for Accessor trainers.
- Ensure that any user of any piece of equipment has the appropriate skills, training, and licensing.

Develop and implement a customer experience strategy
- Collaborate with marketing teams to ensure customer insights are integrated into marketing campaigns and initiatives to ensure we understand our customer needs
- Design and oversee customer journey mapping to identify and enhance key touchpoints.
- Leverage customer data and analytics to understand customer behaviours, preferences, and feedback.
- Implement systems for collecting and analysing customer feedback across all touchpoints.
- Develop programs to engage customers and enhance/drive product offerings
- Stay current with industry trends, best practices, and emerging technologies in both marketing and customer experience.
- Identify opportunities for innovation and implement new strategies to enhance the customer journey.
- Foster a culture of continuous improvement within the customer experience portfolio.

Maximise aftermarket service, maintenance and parts sales
- Achieve/exceed monthly service, maintenance and part sales targets which will be evaluated monthly
- Build and main