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Customer Experience Manager

Closing: Sep 8, 2022

This position has expired

Published: Aug 11, 2022 (2 months ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

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Key Outputs and Accountabilities for this role include:
  • Managing Customer Operations at the property including documentation compliance (KYC norms), customer communication, billing and collections, and quick response to customer requests.
  • Creating a customer centric culture at the properties by continuously engaging with the team at the properties, empowering them to take an extra step to deliver an awesome experience to the customers.
  • Innovating processes and systems including CRM to enable customers to engage effortlessly, transacting and managing requirements through self-care.
  • Continuously reducing pain points for the customers, through working closely with other functions including IT, Finance, Marketing, to ensure delivery of the brand promise.
  • Delivering the budgeted profitability of the property by working closely with marketing to create and devise pricing strategies, new products, and value-added services.
  • Engaging with projects, design, and procurement teams to provide insights into customer needs and requirements, to improve the life cycle cost of maintenance, and improve quality of experience at the property, by suggesting improvements in design, amenities being provided, and material being used at the properties.
  • Building capabilities in the team to continuously improve at every touch point with the customer to build trust and enhance their experience.
  • Creating and deploying interventions, by working closely with relevant functions, aimed at engaging student residents to create memories for life, build a very high and positive brand recall, and to positively impact their student life.
  • Ensuring a safe and secure environment at the properties, reducing the probability of any critical incident, which may impact the brand negatively.
  • Ensuring compliance with all statutory processes on property and facilities management in line with the Health & Safety, Maintenance, and Code of Conduct guidelines.


Responsibilities
Key Outputs and Accountabilities for this role include:
  • Managing Customer Operations at the property including documentation compliance (KYC norms), customer communication, billing and collections, and quick response to customer requests.
  • Creating a customer centric culture at the properties by continuously engaging with the team at the properties, empowering them to take an extra step to deliver an awesome experience to the customers.
  • Innovating processes and systems including CRM to enable customers to engage effortlessly, transacting and managing requirements through self-care.
  • Continuously reducing pain points for the customers, through working closely with other functions including IT, Finance, Marketing, to ensure delivery of the brand promise.
  • Delivering the budgeted profitability of the property by working closely with marketing to create and devise pricing strategies, new products, and value-added services.
  • Engaging with projects, design, and procurement teams to provide insights into customer needs and requirements, to improve the life cycle cost of maintenance, and improve quality of experience at the property, by suggesting improvements in design, amenities being provided, and material being used at the properties.
  • Building capabilities in the team to continuously improve at every touch point with the customer to build trust and enhance their experience.
  • Creating and deploying interventions, by working closely with relevant functions, aimed at engaging student residents to create memories for life, build a very high and positive brand recall, and to positively impact their student life.
  • Ensuring a safe and secure environment at the properties, reducing the probability of any critical incident, which may impact the brand negatively.
  • Ensuring compliance with all statutory processes on property and facilities management in line with the Health & Safety, Maintenance, and Code of Conduct guidelines.


PERSON SPECIFICATION:

  • At least 10 years work experience with a minimum of 5 years in leadership.
  • Degree in Business or any other relevant field.
  • Proven leadership experience within a customer facing environment, including performance management, people development, coaching and/or mentoring experience.
  • Strong analytical skills – ability to pull insights from reports (qualitative and quantitative data).
  • Ability to build relationships internally and with third party suppliers.
  • Demonstrable financial and commercial awareness, including previous experience of working with and managing costs and budgets.
  • Excellent oral and written communication skills including the proven ability to engage with customers and colleagues alike.
  • A problem-solver with attention to detail


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