Customer Experience Manager

The incumbent is required to plan, direct and control the Company’s Customer Service Experience so as to ensure that the Company delivers a smooth, un-fragmented and consistent customer experience across all touchpoints.

                                                                                      VACANCY
 
Bryden pi Ltd, one of the leading channel-focused distributors of Consumer, Health and Personal Care products in Trinidad and Tobago is on the lookout for the ideal candidate to join our unique family in the position of CUSTOMER EXPERIENCE MANAGER.
 
If you are interested in joining an organization where, “We are happy people, committed to enhancing lives with a spirit to serve and exceed expectations”, then we look forward to receiving your application.
 

The incumbent is required to plan, direct and control the Company’s Customer Service Experience so as to ensure that the Company delivers a smooth, un-fragmented and consistent customer experience across all touchpoints and at all stages of the customer journey with the aim of delighting and retaining customers and increasing sales.

 Some Main Responsibilities include: 

• Develop and implement a framework to increase customer satisfaction, loyalty and retention and work with team members in order to meet/exceed our customer’s expectations.
• Continually promote the ‘customer obsession’ idea and inculcate this value throughout the organization
• Develop relevant measurement analytics and continually develop actions for tracking progress and improvements and assist in decision making
• Take ownership of customers' issues and follow problems through to resolution with effective solutions that address customer complaints.
• Use Customer Insight and Root Cause Analytics to identify company-wide improvements for implementation
• Identify new tools and technologies to better serve the customer
• Set a clear mission for the Company’s Customer Experience and deploy strategies focused towards that mission
• Supervise and oversee the strategy, planning and execution of the organization’s customer experience goals.
• Review and amend existing procedures where necessary and ensure that systems and procedures relating to a seamless customer experience are carried out efficiently.
• Work along with the QA team to ensure Quality Assurance standards and procedures are maintained
• Define and implement a measureable customer experience strategy and structure with systems that will assure the outcome of the number one ranking in Bpi’s Customer Service Survey
• Assist the development of a strategy of the “Vision” of world class Pharmaceutical/Health Facility superior to all distributors in the Caribbean focused on benefits to suppliers, customers and patients.
• Manages the Call Centre, Comissary and Depots.
• Perform other duties that may be required to enhance the operations of the Company

 Qualification, Experience and Requirement: 

• Bachelor’s Degree in Social Sciences or related field. A Master’s degree would be an asset.
• A minimum of four (4) years proven experience in a customer service position in a similar environment or relevant combination of training and experience.
• Or relevant combination of training and experience.
• A valid Police Certificate of Good Character.

 Key Competencies:

• Good leadership and communication skills
• Customer obsessed and results oriented
• Must be flexible, honest and reliable

Our offer:

• A flexible working environment that allows you to be innovative
• A team that values people.

 
If this sound like the place for you and you believe you have what it takes to excel, please send your resume.
 
Kindly note that only suitable candidates will be contacted.