Customer Experience Manager

Qualification And Experience Requirements

• University degree or equivalent preferably in communication, marketing, PR, or business. An MBA will be an added advantage.
  
• Minimum of 5 years’ experience in Customer Experience or Business operations, 2 of which should have been in a supervisory capacity.
  
• Customer Experience or a Service Excellence certification will be an added advantage.
  
• Experience leading change and inspiring teams with an exciting future vision.
  

• Customer Experience Standards: Define, implement, and review Optiven Group’s customer experience standards and guidelines and align them to overall corporate strategic goals
  
• Continuous improvement: Develop and implement strategies to improve customer interactions across multiple touchpoints and channels for all Optiven SBU’s
  
• Voice of the Customer: Collect, collate & analyze customer feedback and data to provide insights into the customers’ needs, identify customer pain points and different ways to improve the customer journey and create a positive experience
  
• Stakeholder Management: Collaborate with cross-functional teams, to align customer experience efforts with business goals and objectives.
  
• Training: Develop training programs to educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the group
  
• Service Excellence Management: Monitor and measure key performance indicators (KPIs) related to customer experience & create strategic alignment for Customer Experience KPIs
  
• Business Process Management: Establish and manage key customer experience processes, carry out process improvement and change management.
  
• People Management: Manage the team allocated to ensure team cohesion and productivity