Manager – Customer Experience at Minet Kenya

Purpose for the Job

The CX Manager is a customer-facing role focused on operational excellence that aligns to our Service promise and ultimately translates into an exceptional customer experience.  The purpose of the role is to deliver a superior customer experience by driving operational excellence that aims at customer value, satisfaction, loyalty and, ultimately Retention.  The successful candidate will be responsible for the development, performance, and maintenance of the customer experience for the retail division.

Duties and Responsiblities

• Face and voice of our clients both internally and externally.
• Ability to identify pain points, provide solutions and recognize opportunities for growth and revenue generation.
• Taking ownership of customer issues and following problems through to resolution.
• Problem solving and solution implementation.
• Setting a clear mission and deploying strategies focused towards that mission.
• Keep accurate records and document customer service actions and discussions.
• Analyze customer data and compile accurate reports.
• Development of measurable customer service strategies.

Key Result Areas

• Ability to keep the Minet promise, by creating engaged customers and facilitating retention and organic growth evidenced by increased customer satisfaction and loyalty.
• Launch and monitor key CX Metrics and share analytics from the data to help spur improvement through root cause analysis and corrective action planning. These metrics include Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), Customer Churn, Customer Retention etc.

Key Competencies

• Providing customer service support through working knowledge of customer service software, databases and tools.
• Experience in data analysis and reporting. Provide actionable insights from research done and data received from the different metrics.
• Ability to develop Service Level Agreements, tracking and compliance of the same to drive quality assurance.
• Implementation of customer relationship management tools and systems to provide efficient and seamless customer joueys.
• Creating and conducting training and development programs for both inteal and exteal customers.
• Leveraging on customer feedback to inform enhancements of existing solutions and development of new solutions to drive customer satisfaction and retention.
• Experience leading change and inspiring teams with an exciting future vision.

Knowledge And Skills Required

• A passion for excellence with respect to treating and caring for customers and a commitment to customer satisfaction with a pleasant, patient and friendly attitude.
• Excellent customer relationship management
• Development of an end-to-end customer complaints and management process to ensure timely resolution across the various customer service touchpoints.
• Ability to centralize customer service operations including collaborating with cross functional teams for seamless execution.
• Continuous employee engagement through e leaing initiatives to drive a customer centric culture.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Proficiency in English – written and spoken.
• Awareness of industry’s latest technology trends and applications
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills

Professional and Academic Qualifications

• University degree or equivalent. An MBA will be an added advantage.
• Minimum of 5 years’ experience in management within Business or Operations function with a customer facing bias.
• A background in insurance as well as other customer service-related certification(s) will be an added advantage.