Customer Experienced Manager at Summit Human Resource & Marketing Consultant

Salary: Ksh 150,000

Job summary :

On behalf of our client in the retail/Manufacturing industry, we are looking for a competent , skilled, and experienced Customer Experienced Manager to work in Nairobi.

The job holder will be responsible for implementing all aspects of customer support and service across all channels within the Country.

The role holder is also responsible for supporting the end-to-end cycle of all customer experience touchpoints and implementing cross-functional initiatives to enhance customer journeys.

DUTIES & RESPONSIBILITIES :

Duties and Responsibilities

1. Design and implement standards/procedures for ensuring optimal customer experience.
2. Conduct surveys to gather information on customer opinion of rendered services.
3. Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
4. Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company.
5. Establish communication mediums through which customers can readily contact the company and vice versa.
6. Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
7. Prepare and manage annual budgets in achieving set objectives and goals
8. Conduct studies and research to discover new techniques necessary for improving customer experience
9. Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
10. Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations

KNOWLEDGE, SKILLS, AND EXPERIENCE :

1. Minimum Bachelor’s Degree in Marketing, Business Administration, Commerce or relevant
2. 8+ years in a similar position
3. 5+ years of experience working within the retail industry
4. Strong analytical and technical skills
5. Project management
6. Strong communicator and presentation skills
7. Excellent organizational and time management skills