Executive Manager – Customer Experience

Our client is seeking to fill the position of Executive Manager – Customer Experience.

JOB SUMMARY

The Executive Manager – Customer Experience leads customer engagement programs and develops innovative approaches to research, collaboration, and customer satisfaction measurement that creates improved value for the company and enhanced experiences for customers.

DUTIES AND RESPONSIBILITIES

• The development, implementation and evaluation of strategic, tactical and integrated customer engagement plans, programs, and initiatives to align with the organisation’s customer service vision and strategies and enhance the perceptions and experiences of customers.
• Drive the ongoing development of a customer service culture across the organisation, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviours.
• Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimise customer experience
• Lead and/or direct specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues and inform the review and enhancement of customer services and service delivery models.
• Develops, monitors and reviews performance reports and service performance trends against the goal and recommends specific actions as needed.
• Ensures the development and maintenance of policies, procedures and SLAs to entrench the appropriate customer centric behaviours and service delivery to achieve targeted customer retention rates
• Monitors and evaluates public and customer sentiments on Social Media accounts, guiding Social Media Agents on the appropriate responses to queries.
• Resolves issues related to negative customer experiences and submit proposals to support changes.
• Builds and develops internal and external relationships in order to maximise the delivery of customer services, including but not limited to authorities, suppliers and service providers.
• Collaborates with internal stakeholders to ensure that employees, service providers and suppliers are compliant with all regulatory requirements and operational quality standards, ensuring the safety and security of customers
• Prepares and manages the annual budget and provides monthly variance reports
• Ensure the delivery of accurate and timely operational and other reports, with a view of supporting effective data analysis and decision-making.
• Provides leadership, direction, coaching and guidance to the Customer Experience team to maintain customer relationships, resolve customer queries and process claims where necessary, continuous improvement and growth of team members.

QUALIFICATIONS AND EXPERIENCE

• A Bachelor’s degree in Business Administration, with postgraduate related qualification.
• A minimum of eight (8) years of experience in a customer support or service design environment.
• Experience developing, implementing, and refining customer operations measurement methods and holding team accountable to hitting ambitious cost to serve and customer satisfaction goals.
• Experience in CSM/CRM Systems and customer service-focused product development and an established track record of performance.  An understanding of customer segmentation data science is an asset.

We wish to thank all applicants for their interest, however, only those favourably considered will be contacted.