Customer Experience Manager

The incumbent will be responsible for guiding policies and practices that will achieve and maintain customer service excellence throughout the Company and coordinate all customer service initiatives across the various functional areas. The function cuts across all departmental boundaries.

PURPOSE: To guide policies and practices that will achieve and maintain customer service excellence throughout the Company and coordinate all customer service initiatives across the various functional areas.  The function cuts across all departmental boundaries.

PRINCIPAL ACCOUNTABILITIES

Strategic:

• Partner with the senior management team to identify customer service challenges determine customer service goals/objectives and design initiatives to align the Company with its objectives; articulating clear action plans for achieving these.
• Formulate and recommend policies and practices to enable the Company to improve its customer service proposition and maintain brand identity.
• Evaluate existing systems, policies and procedures to ensure alignment with the Company’s goals
• Capture best practices in customer service management and delivery and partner with Heads of function and Branch Managers to implement these within the business.
• Identify opportunities and resource requirements for enhancing customer service delivery through targeted people development, process improvement and supportive structures and working closely with senior management and branch managers to get buy-in and implement.
• Manage the customer service budget to maximize results
• Ensure that customer service policies and practices are compliant with local consumer legislation; aligned with and promote the Company’s customer service values, the rights of the consumer as referenced in consumer protection acts, the International Rights of the Consumer and the mission statement of the organization.

Operational:

• Partner with all departments and branches to establish and maintain internal service standards in support of the customer service proposition
• Evaluate feedback on service quality and in consultation with department heads and branch managers agree improvement targets; design corrective/improvement action plan and execute to ensure achievement of targets.
• Partner with departments to establish mechanisms for tracking and assessing the impact of customer service initiatives and reporting results/outcomes  
• Partner with departments to identify customer service training needs; participate in the planning and implementation of training interventions, through the training department
• Provide support and guidance to department and branch managers and support staff in the execution of customer service improvement initiatives, including customer interface, complaints resolution and service delivery.
• Assist with the design and implementation of customer service recognition and reward programs for staff motivation and service quality improvement.
• Maintain and manage communication channels with external consumer advocacy groups and agents, in consultation with the senior management team; ensuring timely and effective management of consumer related issues and working efficiently to mitigate risks.  
• Establish and maintain communication across the business that updates and informs staff on customer service initiatives and progress; engendering a cultural shift towards a more customer service oriented company.

Qualification / Education :

• Tertiary Education in Business Management or related area.   
• Training and or experience in Training and Development or Marketing would be an asset but is not required.
• At least 5 years experience at a senior managerial level.
• Proven track record in the formulation, management and delivery of improvement strategies in a customer service environment.
• Competence in the use of Microsoft suite
• Experience in policy and procedure development
• Good research and analytical skills.
• Strong presentation skills.
• Ability to communicate effectively in both oral and written forms at all levels of the organization.
• Excellent interpersonal skills.

Desired Skills/Experience

• In-depth knowledge of the Company’s policies and procedures.
• Working knowledge of local consumer legislation and hire purchase Acts

REQUIRED PERSONAL CHARACTERISTICS:

• Proactive individual who is able to work on own initiative
• Problem-solver and change agent
• Strong work ethic
• Ability to prioritize a demanding workload
• Results and customer service oriented and with a clear focus on quality service
• Culturally sensitive and is able to partner effectively across multiple business functions and motivate others
• Excellent communication and presentation skills