Type: Full Time
Category: Management
Location: Arusha
Other Categories: Admin & Clerical , Customer Service Relations
Job Level: Manager
Deadline: 17th January, 2019
Roles and Responsibilities
Strategy Formulation & Execution:
- Implement Customer Experience strategy
- Embed a customer centered culture
- Ensure consistent customer experience across touch points channel
- Implement Customer Lifecycle roadmap to ensure that the maximum value is derived from customers
Operational Delivery:
- Drive a ‘customer first approach’ across all touch points
- Implement policies, and processes to ensure we continue to invest in – and differentiate with – an extraordinary customer experience
- Using customer journey mapping and methodology to identify pain points and create solutions to address these
- Ensure development of customer experience standards across all touch points
- Drives key ‘voice of customer’ initiatives throughout the organization with the ultimate goal of enhancing customer satisfaction, increasing sales, reducing costs, and positively moving customer loyalty
- Analyses customer complaints obtained through the customer relationship management systems to ensure the identification of root causes of service issues
- Successfully implement customer metrics/insights, KPIs and processes
- Drive appropriate level of customer segmentation to deliver personalized and relevant customer touch-points experience
- Ensure attainment tactical effectiveness in of touchpoints excellence & procedures
- Effective liaison between various functions / departments within the organization to gain support and help resolve issues
- Monitor, identify and highlight any gaps observed in process or service delivery to enhance customer experience
- Identify bottlenecks, find solutions, facilitate and implement process improvements
Training (CEx & Touchpoint Capability Development)
- To support CEx & Care through the training of staff in specified operational training identified in line with the Customer journey, systems and any operational initiatives
- To build the capacity of staff to deliver on the CEx journey roadmap and/or any new developments in CEx & Care
- Ensure that refresher trainings are conducted to enhance the skills of staff
- Initiate measures to enhance the competency and skills level of the service team by conducting necessary training and evaluating the effectiveness of the training
Budget Management
- Manage annual budget and forecast exercises
- Rigorously monitor performance against approved budgets and put measures in place to address variances. Continuously identify areas for improved efficiency
People Management
- Provide leadership in the aspect of performance direction, goal clarification, communication, engagement, ethics, commitment & energy
- Talent management, capacity, competence & skills – development
- Responsible for team strength & performance level (attraction, selection, retention & development of Customer Care Team)
- Ensure subordinate assistant managers have clear, current and measurable goals; hold direct reports accountable for their own results and obstacles and deal with underperformance
- Ensure alignment with team strength, performance and energy matched strategic requirements – under performers identified, improved or removed
Educational Qualifications
- Bachelors degree in a business related field
Experience Requirements
- Minimum of 5-6 years of Customer Experience, detailed commercial and financial acumen, balanced with creative flair
- Well versed and deep understanding in contact center elements and data analytics
- Demonstrate governance management skills in managing 3rd party partners within an outsourced call center environment.
- Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality
- Superior verbal and written communication skills (multiple language will be an advantage), with an emphasis on tact and diplomacy
- Excellent organizational, multi-tasking and time-management skills
- Passion for social enterprise, development of people and environmental benefits
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