Customer Experience Manager

Job Description

Principal Duties and Responsibilities

1. To provide and promote First Class Customer Experience throughout the company by managing the customer experience team and making sure that service standards are being met.
2. To provide superb customer experience by leading and motivating the customer experience team and creating customer satisfaction goals.
3. Develop and implement customer experience policies, procedures and SLA’s
4. Supervising the daily operations of the customer service department
5. Define and communicate customer experience standards
6. Oversee the achievement and maintenance of agreed customer service levels and standards
7. Review and assess customer experience contracts
8. Setting customer service goals for team members and helping them reach those goals
9. Plan, prioritize and delegate work tasks to ensure proper functioning of the department
10. Ensure the necessary resources and tools are available for quality customer experience delivery
11. Review customer complaints and track customer complaint resolution
12. Monitor accuracy of reporting and data base information
13. Analyze relevant data to determine customer experience outputs
14. Identify and implement strategies to improve quality of service, productivity and profitability
15. Liaise with company management to support and implement growth strategies
16. Co-ordinate and manage customer experience projects and initiatives
17. Ensure budget requirements are met
18. Identify and address staff training and coaching need

Key Competencies

1. Demonstrated leadership skills and ability to taking independent charge of Customer Experience Department functions
2. Ability to act as a team player who can coach, support and train staff and colleagues
3. Well-developed written and oral communication skills. Able to communicate clearly and sensitively with internal and external stakeholders as a confident representative of Username Investment Limited.
4. Works with trustworthiness and integrity and has a clear commitment to Username’s core values and principles.
5. Awareness and sensitivity of self and others.
6. Well planned and organized.
7. Capacity for taking initiative and making decisions, with competent analytical and problem- solving skills.

Responsibility:

1. This role reports to the Head of Finance & Customer Experience
2. This role has a team of direct reports in Customer Experience Department.

Requirements:

1. Bachelor’s Degree in related field required and from a recognized institution.
2. Competence in the use of varied computer systems
3. 4 years working experience with at least 2 years in a Customer Service Management or Team Leader Position.
4. Proficiency in Microsoft Office (Excel, MS Word, PowerPoint mandatory)
5. Expertise in strategic management, project planning and budgeting, implementation as well as monitoring and evaluation.
6. Excellent leadership and interpersonal skills.

Salary Scale

Kshs. 105,000 – Kshs. 150,000

Interested candidates should submit their applications, which include a clear detailed CV, cover letter stating the candidate’s suitability and motivation for pursuing the position to [email protected] The subject of the email and cover letter should indicate the job title ‘Customer Experience Manager’. Applications to be sent by 26th October 2021.