Group Head, Customer Experience (Cx) and Growth Vacancy at DreamWorks Integrated Systems Limited
DreamWorks Integrated Systems Limited
Abuya, Nigeria
2d ago
source : MyJobNigeria

INTRODUCTION : -

Group Head, Customer Experience (Cx) and Growth job opportunity is available at DreamWorks Integrated Systems Limited for individuals who possess relevant qualifications.

Job Brief

  • The Head of Customer Experience is a leadership role, required to supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals.
  • This includes liaising with other department heads to ensure all other teams contribute equally to providing customers with a seamless experience across touchpoints.

    DUTIES AND RESPONSIBILITIES : -

  • Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
  • Enabling a two-way stream with customer-facing teams through collecting feedback from customer-facing teams to derive meaningful insights for improvements and;
  • guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.

  • Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys
  • Encourage problem-solving, strategic thinking and customer orientation amongst the team
  • Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
  • Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
  • Interact at the executive / senior management level, proactively advocating for solutions and managing the customer escalation process
  • Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions / channels
  • DESIRED EXPERIENCE & QUALIFICATION : -

  • Bachelor’s Degree in Mass Communication or other relevant fields.
  • At least 10 15 years of relevant customer service experience.
  • Experience in the Lifestyle and computing sector will be an added advantage.
  • You must be a strong performer in high-pressure situations and be capable of diffusing situations easily and effectively.
  • Excellent English communication skills, both written and verbal.
  • You must excel at analyzing data and communicating complex concepts and situations in clear, simple terms.
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