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Job title : Customer Experience Business Strategy Manager Nigeria, Kenya, Uganda
Job Location : Lagos
Deadline : May 31, 2021
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Our client is a world-leading multinational renewable energy company with their HQ in France, they are looking to hire a Customer Experience Business Strategy Manager.
In this role, you will be responsible for empowering decision makers with real-time and right-sized data insights and recommendations to improve customer service performance and to inform the broader customer support strategy.
This role requires a keen ability to work cross-functionally with country teams and key central functions including Marketing, Sales, Consumer Finance, Product, Software & Data, Corporate Finance and others to develop and maintain strong business and technology relationships, becoming a trusted partner to all stakeholders.
The right candidate will be analytical, curious and having a passion for solving problems through a data-driven, customer-centric approach.
Ideally, you would combine your analytical capability with a background in business strategy, especially with customer service, customer segmentation and customer value management.
Your work will make a meaningful impact by enabling EEA to stay accountable to our results, to better manage customer support performance, and to continuously innovate as we seek to go after our consolidated active customer, revenue and repayment targets.
Candidates from these countries (Kampala, Uganda; Nairobi, Kenya; Lagos, Nigeria) are welcome to apply.
Own Call center and service center dashboards on performance and productivity
Lead analytics relating to : mapping customer journey, visualization of outbound interactions
Responsible for CX Data documentation, channel for updates / requests, and creating a community of support
Mentor and support emerging leaders across our markets, ensuring in particular that leaders understand and use dashboards, and excel in using data for decision-making
Support development of Global CX Analytical team
Create communities of practice, across customer-facing support teams (Ex. call center managers, quality assurance team leaders, service center managers)
Design, implement, and monitor specific projects and initiatives to improve the EEA customer experience across the Strategic Marketing function
Support the alignment of EEA Customer Experience Performance Management Dashboard across relevant markets.
Keep abreast of industry best practices and standards for performance analysis, reporting, etc
Coordinate CX Circles and ensure customer-driven culture across country teams as may be required
Required Skills & Experience