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Applications are welcomed for the captioned position which currently exists in our CUSTOMER CARE DEPARTMENT.
ROLE REPORTS TO: CUSTOMER EXPERIENCE MANAGER
JOB SUMMARY:
The Customer Experience Manager plays an
Applications are welcomed for the captioned position which currently exists in our CUSTOMER CARE DEPARTMENT.
ROLE REPORTS TO: CUSTOMER EXPERIENCE MANAGER
JOB SUMMARY:
The Customer Experience Manager plays an integral role in ensuring a world class customer experience by gaining customer feedback to inform related process improvements and customer initiatives. The successful candidate will be required to solicit and collate customer feedback / insight from a variety of sources and collate, segment, prioritize, evaluate and coordinate the end-to-end implementation of same. He/She will be expected to access and measure the customer experience at every touch point, identifying customer pain points and systematically tackling drivers.
Main Duties and Responsibilities:
Act as the chief customer champion, continuously seeking and capitalizing on opportunities to exceed the expectations of customers, responsible for representing the Voice of the Customer, investigating and analyzing all customer insights and understanding and measuring the actual Digicel Customer Experience.
This is a both a strategic and hands-on position requiring intensive experience in interpreting customer insights, process analysis, business analysis, process mapping and process improvement capabilities.
Responsible for leading the strategic efforts, creating and implementing strategies, then championing/sponsoring the process outcomes to drive solutions to improve those processes with the end-customer in mind.
This role is responsible for advocating for customer experience across the organization. Leads, identifies, develops and oversees a portfolio of initiatives designed to improve customer experience and works with internal business partners to effect change.
Assess customer experiences for opportunities to improve internal business processes with a focus on operational, training and financial performance.
Responsible for the development and execution of multi-disciplined / multi-faceted project teams charged with the task of addressing customer-impacting issues that contribute to long-term benefit of the customer experience.
Manages end to end customer experience on all levels of the business including but not limited to Retail channel, Customer Care, Social Media platforms, Corporate Care, Sales, etc. in addition to all other customer touch points.
Designs, develops, implements and coordinates a formalized customer complaints process with the objective of capturing all customer feedback, across all channels, decreasing response time to customers and ultimately decreasing the number of customer complaints by conducting root cause analysis and implementing changes to existing 'pain points'.
Develops key performance indicators (KPIs) for the CXP and provide regular reporting to business of success
Support the development of products and promotions by participating in user experience testing, customer journey mapping and scenario building as well as collaboratively working with key stakeholders to resolve unanticipated post launch issues and develops fit-for-purpose corrective measures.
Collaboratively guides the business's customer experience blueprint by maintaining contact with customers; visiting operational environments; conducting customer journey maps and surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Participates in defined and approved special projects as requested, including explorations of system or process improvements, new retention categories and joint projects.
Academic qualifications and experience required for job:
Bachelor's degree in a related field of study
At least 3 -5 years work experience in a telecoms environment or in the FMCG Industry preferred.
Previous experience managing team or cross-functional projects / teams
Previous experience working within or supporting retail channel preferred
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