Customer Experience Manager

Duration: 2023-07-24 - 2023-07-31
Job position: Customer Experience Manager

One Square Meter By Dantata

1, Audu Ogbe Street, Jabi District, Abuja

Job description

The role of a customer experience manager (CXM or CEM) is responsible for proactively increasing customer satisfaction and loyalty, through ensuring interactions meet customer needs and managing the customer life cycle.

The successful candidate will exhibit in-depth knowledge of customer engagement channels and experience in a similar industry, which will result in excellent customer relationship management and a positive brand image.

The Customer Experience Manager is responsible for: 

  • Strategy Development: Develop and implement a comprehensive customer experience strategy aligned with the company's goals and objectives. Identify areas of improvement in the customer journey and design initiatives to enhance customer satisfaction and loyalty.
  • Customer Insights: Gather and analyze customer feedback, surveys, and data to gain valuable insights into customer preferences, needs, and pain points. Use this information to drive improvements in products, services, and processes.
  • Journey Mapping: Create customer journey maps to visualize and understand the end-to-end experience of customers. Identify touchpoints and opportunities for improvement, ensuring consistency across all customer interactions.
  • Process Optimization: Collaborate with cross-functional teams to streamline processes and eliminate bottlenecks that negatively impact the customer experience. Implement efficient workflows to improve response times and overall service delivery.
  • Customer Service Management: Oversee customer service operations, ensuring that customer inquiries, complaints, and issues are handled promptly and effectively. Implement best practices and training programs to empower customer service teams and maintain high standards of service excellence.
  • Communication and Branding: Develop clear and consistent messaging to align with the brand's values and enhance the customer experience. Ensure that customer-facing communications are personalized, engaging, and reflect a deep understanding of customer needs.
  • Customer Advocacy: Foster a customer-centric culture within the organization by promoting customer advocacy and creating initiatives to recognize and reward loyal customers. Act as the voice of the customer in internal discussions and decision-making processes.
  • Technology and Tools: Identify and leverage appropriate technologies, platforms, and tools to support and enhance the customer experience. Explore innovative solutions such as customer relationship management (CRM) systems, chatbots, and self-service portals.
  • Performance Measurement: Define and monitor key performance indicators (KPIs) to assess the effectiveness of customer experience initiatives. Regularly report on metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates.
  • Continuous Improvement: Stay abreast of industry trends, best practices, and emerging technologies in customer experience management. Proactively seek opportunities to innovate and evolve the customer experience strategy to maintain a competitive edge.
Required Skills/Competences:
  • Bachelor's degree in business administration, marketing, or a related field (a master's degree is a plus).
  • Proven experience in customer experience management, customer service, or a similar role for not less than 5 years.
  • Strong analytical skills with the ability to interpret data and generate actionable insights.
  • Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.
  • Proficiency in customer experience management tools and platforms.
  • Exceptional problem-solving abilities and a customer-centric mindset.
  • Demonstrated leadership skills and the ability to drive change within an organization.
  • Knowledge of industry trends, best practices, and regulations related to customer experience.
  • A passion for delivering exceptional customer experiences and a commitment to continuous improvement.

Skill Required

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Job Detail

One Square Meter By Dantata
Full time
Quantity to be recruited
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