Customer Happiness Manager at Smart Applications International Ltd

Job Purpose:

• The customer Happiness Manager will be instrumental in helping strengthen customer operations, ensuring that Smart customers have an amazing experience and proactively increasing stakeholders' satisfaction and loyalty; ultimately business growth and profitability.

Key Responsibilities and Accountabilities:

• Customer Experience Measurement
• Measuring customer satisfaction through monthly surveys and gathering customers feedback.
• Analyzing customer feedback and sharing the report with management and the other stakeholders.
• Defining Customer Success Metrics.
• Provide recommendations on customer feedback for implementation.

Service Charter

• Define customers interactions points
• Identifying customer KPIs to monitor
• Defining customer experience standards and customers' rights and responsibilities.
• Set ways to obtain feedback and handle clients' feedback and complaints.
• Periodically monitor and review of the service charter.
• Customer Journey Mapping for all Smart Solutions.
• Empathy Mapping, Stakeholder Mapping and Process Mapping.

Customer Obsession Strategy

• Develop Policies to guide customer obsession strategy
• Train stakeholders on CX essentials such as pro-activeness, empathy, and active listening.
• Enhancing customer centricity.
• Understanding the Customer
• Identifying Customer behavior and preferences and advise management on the same with recommendations.
• Listening to Customers.
• Effortless Experience Engineering.

Qualifications

• A Bachelors Degree in Business/ its equivalent.
• Relevant professional qualifications.
• Atleast 3 years with an IT organization in a similar position.

Job Requirements

• Experience in the following areas;
• Customer Journey Mapping
• Net Promoters Score
• Managing People Skills and Behaviors;

Skills and Behaviors

• Inquisitive and Creative Mind.
• Interpersonal and communication skills.
• Research and Analytical skills.
• Result oriented.
• Attention to detail.
• Collaboration and Persuasion.
• Empathy.