The customer experience manager will oversee and improve all aspects of the customer journey, ensuring satisfaction, retention, and loyalty throughout the customer lifecycle
Responsibilities
Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
Qualifications
A minimum of a Bachelor’s degree in business administration, marketing, business management, communications, or a related field is beneficial but not required (a Master’s degree is preferred)
Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning
3 years of experience in customer service, customer experience management, or a related field
Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
Excellent interpersonal communication skills to be able to handle and respond to inquiries and guide the students on the documentation and the relevant admission procedures.
Data-driven with a persistent desire to analyze and improve performance.
Flexibility to work in a changing schedule as per the requirement.
Ability to work in a fast-paced, startup environment.
Drive to excel and achieve Moringa School’s objectives.
And much more! We expect you to be open, flexible, and proactive as new initiatives come up from time to time.
Skills and Knowledge
Excellent communication skills – you have strong verbal and written interpersonal and communication skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback
Analytical skills – part of the daily role includes analyzing customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance the customer journey
Customer service skills – you are experienced in placing the customer at the center of decision-making and continuously strive to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy
Problem-solving skills – you can identify and address customer issues, resolve conflicts, and find creative solutions to pain points
Leadership abilities – leadership qualities are essential to lead the customer experience team, driving consumer-centric initiatives, and influencing positive change within the organization
Adaptability – you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics
Key Competencies
People skills
Persuasive
Negotiation skills
Conflict resolution skills
Flexibility and adaptability
Apply via :
my.moringaschool.com
