Job Description

We are searching for a self-motivated and analytical Customer Experience Section Manager! You will be leading the Customer Experience team and will be the key personnel in tracking and improving the Customer Experience Metrics. You will work closely with external and internal key stakeholders across the divisions to optimize customer experiences and services.

Job Description

• Leading the customer experience team in instituting, monitoring, and improving customer satisfaction measures (NPS, CSAT, CES) by driving cross-departments initiatives to review existing service quality and problem solve customer service matters to improve customer experience
• Strategise and execute timely and effective customer communications with internal and external stakeholders, and escalation of any incidents or issues
• Report customer service performance to senior management with a view towards continuous improvement, putting the customer at the centre of our growth plan
• Act as the internal customer champion and responsible for the development of a customer experience framework across the various touchpoints in the customer journey
• Leading the team to analyse “Voice of the Customer” feedback received on-ground, through digital surveys, and via the Call Centre
• Support the department’s refund and disruption management    
• Provide appropriate direction, coaching, and development opportunities that contribute to a cohesive, motivated, engaged, and high-performing team

Job Requirements:

• A Bachelor Degree in business/customer experience related fields
• Minimum 5 years of working experience in a customer/service delivery focused environment
• Familiar with Customer Experience Management and Design Principles
• Familiar with customer satisfaction indices, ratings and systems that track and implement these measures for organisations of scale
• Project management and or experience in interfacing between business and IT projects 
• Ability to demonstrate effective change management in a fast-growing, dynamic organization
• Proven experience and ability in a customer/service delivery-focused environment.
  •Familiar with Customer Experience Management and Design Principles

Skills:

Customer Communications, Customer Experience (CX), Customer Experience Management, Customer Experience Metrics, Customer Journey, Customer Satisfaction, Customer Service, Quality of Service (QoS)

Skills Required

• Communication