Customer Experience Admin Manager

Qualifications & Experience

• Degree or equivalent from a recognized institution.
  
• Minimum 8 years’ experience in a Customer Experience or Contact Centre environment, 3 of which have been in a supervisory role.
  
• Strong understanding of CX frameworks, CRM systems, Contact Centre technologies, and Quality Management Systems.
  
• Excellent stakeholder engagement and cross-functional collaboration skills.
  
• Strong analytical and reporting abilities, with attention to detail.
  
• Proven administrative experience preferably in a CX related function.
  
• Demonstrated ability to effectively and efficiently provide administrative support for CX related projects and initiatives.
  

Key Competencies & Skills

• CX Project Management & Delivery
  
• Operational Excellence & Efficiency
  
• Stakeholder Engagement & Vendor Management
  
• Organizational and Administrative Agility
  
• Risk, Change & Compliance Awareness
  
• A customer-first mindset with a passion for enhancing service delivery and CX outcomes.
  
• A proactive problem solver who effectively balances project delivery and operational suppor
  

CX Project Management

• Support the execution and monitoring of CX projects, ensuring timely and effective delivery.
  
• Develop and maintain project documentation and governance reports.
  
• Manage project timelines, budgets, and resources while keeping stakeholders informed and engaged.
  

Cross-Functional & Stakeholder Coordination

• Act as the primary liaison between CX, Internal Departments, and third-party vendors.
  
• Facilitate committee meetings and cross-functional working groups to ensure smooth implementation of CX Projects and Initiatives.
  
• Support change management efforts to drive adoption of CX improvements.
  

Administrative & Resource Management

• Oversee budget tracking, procurement, document control, and resource planning for CX operations.
  
• Support CX leadership in preparing reports, departmental updates, and executive presentations.
  
• Manage logistics for CX meetings, workshops, training, and team engagements.
  

CX Vendor & Partner Liaison

• Manage vendor relationships for CX-related systems, ensuring deliverables meet milestones and service-level agreements (SLAs).
  
• Collaborate with technology partners to enhance CX tools and platforms.
  

Performance Monitoring & Reporting

• • Track project and operational KPIs, delivering insights through dashboards and reports.
    
  • Conduct post-project reviews to identify lessons learned and improve future initiatives.