Customer Experience Manager - Alpha Mead
Alpha Mead Group
Lagos
2d ago
source : BetaJob

Details

  • The Customer Experience Manager (CEM) bridges the gap between the customer and Alpha Mead brand. He / she ensures that each touchpoint across the customer journey is engaging, efficient, and effective thereby increase customer satisfaction rates, customer loyalty, and gains more referrals from those loyal customers.
  • Responsibilities

  • Oversee the hiring, orienting, and training of an organization’s customer experience team
  • Define and implement standards / procedures for ensuring optimal customer experience
  • Conduct surveys to gather information on customer opinion of rendered services
  • Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company
  • Liaise with the production and creative departments to ensure delivery of high quality products and services
  • Establish communication mediums through which customers can readily contact a company and vice versa
  • Oversee the restructuring of an organization into a customer-focused establishment
  • Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
  • Prepare and manage annual budgets in achieving set objectives and goals
  • Conduct studies and research to discover new techniques necessary for improving customer experience
  • Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
  • Oversee the merchandising of products in an outlet to ensure it entices purchase
  • Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
  • Attend seminars, workshops, and conferences to improve on existing job knowledge.
  • Requirements

  • B.Sc / HND in a relevant field
  • Minimum of 5 years experience in Customer Experience role, of which 3 should be a managerial position
  • Relevant certifications would be desirable
  • Very strong written and verbal communication skills
  • Analytical mindset and knowledge
  • Excellent presentation skills
  • Ability to oversee and manage multiple projects
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