Manager - Customer Experience Management at Limited

6 days ago

Nairobi, Nairobi Area, Kenya Stan Consulting Group Full time $60,000 - $100,000 per year
  • To develop programs and processes that promote continuous improvements to productivity, quality, and customer satisfaction for all our products
  • Explore customer segments and behavior, both locally and internationally, to identify and understand different groupings and initiate research projects to support strategic initiatives.
  • Develop and drive the value propositions for each customer segment.
  • Develop and implement appropriate systems and procedures to identify, prioritize and drive corrective actions for customer quality systems/procedures to the appropriate individuals within the company and assure that appropriate actions are taken
  • Develop a comprehensive quality system that covers all aspects of Quality management for design, development, supplier, internal and field quality issues.
  • Carry out market intelligence surveys, analyze competitor trends, product market shares and product critical information
  • Evaluate the effectiveness of quality programs and will recommend methods to increase quality standards and customer satisfaction
  • Articulate and develop of winning service initiatives that enhance the customer's experience bank wide like monthly publications, messages on birthdays & anniversaries e.t.c
  • Create Wow experience initiatives across the network regularly to complement the banks' products and service in delivering consistent, high quality customer experience
  • Perform other duties as assigned by DMD
Skills & Qualifications
  • A good first degree in any discipline. Relevant masters degree and professional qualification will be an added advantage
  • Minimum of 7 year's related experience in quality control, quality assurance and Total Quality Management; at least 4 years' experience in a Bank/Financial Institution
  • Excellent customer relationship development/management
  • Quality Management
  • Service quality Management
  • Business process skills
  • Good negotiation, problem-solving and conflict resolution
  • Good Oral & Written communication
  • Creative and innovative
  • Presentation Skills
  • Ability to manage multiple tasks
  • Telephone Etiquette
  • Superior product knowlede
  • Database Management
  • Generic Skills: Initiative, Analytical Skills, Problem solving, Self-Management / Organizational skills, Interpersonal Skills & TQM
  • Supervisory Skills: Leadership / Supervisory, Team building / conflict management, Organization & coordination, General managerial / administrationa
Method of Application

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