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Customer Experience Manager

Closing: Dec 31, 2021

23 days remaining

Published: Nov 24, 2021 (14 days ago)

Job Requirements

Education:

Bachelor's degree

Work experience:

5 years

Language skills:

Hausa, English, Yoruba

Job Summary

Contract Type:

Full time

Job Summary
  • The Customer Experience Manager (CEM) is responsible for bridging the gap between the customer and 54gene. The job ensures that each touchpoint across the customer journey is engaging, efficient, and effective.
  • The CEM will frequently benchmark customer experiences through surveys and customer interviews, customer demographic trends and analysis, and in-depth product and competitive product analysis.
  • If you are creative, analytical thinking and customer driven, we would love to hear from you.
Qualifications
  • A Bachelor's or Master's Degree in Business Administration, Management Studies, or in a related discipline.

Experience:

  • 5 years’ experience in the field of customer service or marketing is also necessary for this position


Responsibilities
Job Summary
  • The Customer Experience Manager (CEM) is responsible for bridging the gap between the customer and 54gene. The job ensures that each touchpoint across the customer journey is engaging, efficient, and effective.
  • The CEM will frequently benchmark customer experiences through surveys and customer interviews, customer demographic trends and analysis, and in-depth product and competitive product analysis.
  • If you are creative, analytical thinking and customer driven, we would love to hear from you.
Qualifications
  • A Bachelor's or Master's Degree in Business Administration, Management Studies, or in a related discipline.

Experience:

  • 5 years’ experience in the field of customer service or marketing is also necessary for this position


Responsibilities
  • Oversee the hiring, orienting, and training of our organization’s customer facing teams
  • Define and implement standards/procedures for ensuring optimal customer experience
  • Conduct surveys to gather information on customer opinion of rendered services
  • Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
  • Supervise the activities of of all team interacting with customer to ensure their interaction with customers reflect positively on the company
  • Liaise with the production and creative departments to ensure delivery of high-quality products and services
  • Establish communication mediums through which customers can readily contact a company and vice versa
  • Oversee the restructuring of an organization into a customer-focused establishment
  • Conduct studies and research to discover new techniques necessary for improving customer experience
  • Organize training programs for customer facing teams to update their job knowledge and enhance their skills
  • Oversee the merchandising of products in an outlet to ensure it entices purchase
  • Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
  • Attend seminars, workshops, and conferences to improve on existing job knowledge


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