Customer Experience Manager
3 weeks ago
ABOUT THE COMPANY
Optiven Limited is a Real Estate company founded to empower property investors in Africa. Our flagship product is Value Added Plots which have been transformed and made suitable for immediate settlement and futuristic capital gain focus. Optiven is the market leader in the industry and was recently crowned Number One Company in Kenya and the Best in Real Estate Under Top 100 Mid- Size Company Awards 2014/15 (This is a competition for Mid- Size Companies in Kenya run by KPMG and Business Daily).
JOB SUMMARY
Qualification And Experience RequirementsUniversity degree or equivalent preferably in communication, marketing, PR, or business. An MBA will be an added advantageMinimum 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 advantageExperience leading change and inspiring teams with an exciting future vision
RESPONSIBILITIES
Job Purpose StatementTo manage overall end-to-end customer experience within the Group through all channels and touchpoints using well-defined standards and processes. The role oversees and leads the improvement of all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle with a focus on creating positive customer Impact and hence a positive impact on the company's bottom line.Developing and implementing customer experience strategies and initiativesAnalyzing customer feedback and data to identify improvement opportunitiesEnsuring consistent and positive customer interactions across all touchpointsCollaborating with cross-functional teams to enhance customer satisfactionMonitoring customer metrics and reporting on CX performance.Key ResponsibilitiesCustomer Experience Standards:Define Optiven Group's customer experience standards that are aligned to the Corporate valuesDefine the standards implementation guidelines & articulate the same across the group.Articulate &Implement the customer experience standards and guidelines to ensure consistent and exceptional service delivery for building customer relationsReview the standards and guidelines in line with changing regulations and market dynamicsService Excellence ManagementMonitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholdersWork with Stakeholders within the organization to drive internal customer satisfaction aimed at driving the ultimate experience for Optiven's customerCreate strategic alignment for Customer Experience KPIs and ownership throughout the organizationVoice of the Customer:Collect customer feedback and data form all channels, via surveys and other feedback channelsCollate & analyze to provide insights into the customers need and identify customer pain points and different ways to improve the customer journeyDrive processes to identify and correct gaps in the customer experience based upon direct and indirect customer feedbackCommunicate the findings to stakeholders and design interventions to create a positive experienceMonitor and report on implementation of these initiativesBusiness Process ManagementEstablish and manage key customer experience processes, including but not limited to customer contact facilities, customer interaction model, , complaint management, voice of customer, customer retention management, performance metrics, process improvement and change management.Ensure all processes are at all times compliant to regulatory and risk-related requirements.Continuous improvementIn connection with the business leadership, develop initiatives to improve customer interactions across multiple touchpoints and channels for all Optiven SBU'sFollow up for implementation of these initiativesReport on progress and analyze impactReview and improve on initiativesStakeholder Management:Collaborate with cross-functional teams, such as conversion, global markets, marketing, projects, registry, hospitality, construction, Optiven water and the telemarketing team, 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 groupDeliver programs alongside service providersMonitor effectiveness of the training alongside HRPeople ManagementBe involved in the recruitment, training and coaching of the customer service teamCarry out performance and disciplinary management as per HR processesBuild and motivate the team for optimal performanceKey Focus AreasSupervisory Responsibility/ Work RelationshipsEmployee satisfactionEmployee retentionCompetence developmentProcesses Customer ExperienceCommunicationRisk ManagementBudgeting and Cost ManagementDecision Making & CommunicationAppropriateness of the unit structureCustomer Experience improvement initiativesCustomer Experience Metrics MeasuresDelegated authority to resolve customer experience related issuesWork SchedulesRevenue generation and cost management responsibilityCustomer attritionIndirect impact on Income (revenue) targetsExpense managementCompetency RequirementsAbility to inspire people to meet and exceed customer expectationsExcellent Written and Communication SkillsLeadership to nurture and manage changesInterpersonal skills to create and maintain relevant business networks and to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performanceSelf-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culturePerformance Management to optimize own and team's productivityKnowledge and experience of business process review to provide guidance on strategic / continuous improvement within the GroupTechnical skills to effectively perform and/or guide the performance of Business and Operations teams' activities/tasks in a manner that consistently achieves high quality standards and benchmarks
REQUIRED SKILLS
Sales performance tracking and reporting, Product demonstration and promotion, Marketing, Market research, intelligence, Customer relations
REQUIRED EDUCATION
Bachelor's degree
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