Job Title: Manager, Customer Experience Mgt
Location: Lagos, Nigeria
Employer: Etisalat Nigeria
Job Summary: Ensure customer experience principles are embedded across the organisation and all customer touch points including the contact centre, Etisalat experience centres, Indirect Channels, website, IVR and self-care. Delivering a consistent memorable experience.
Principal Functions:
• Working with cross functional teams across commercial, technical, finance and regulatory to reinforce their campaigns, project and processes to minimise negative customer impact and optimise customer experience.
• Identify the need for new strategic programs to address issues or shortfalls in the customer experience.
• Identify enhancements to customer impacting or operational processes which require modification and potential new functionalities or IT capabilities.
• Act as the guardian of customer focus within the organisation and enforce the voice of the customer for all project and initiatives delivered within the organisation.
• Leverage customer experience data and insight reports to monitor contact ratio, Customer Satisfaction and Net Promoter Score in order to provide continual visibility back to the business of the customer experience performance and reduce unnecessary / non-added value customer contacts.
• Track and own customer satisfaction data across all customer touch points.
• Deliver actionable, proactive insight that drives our business decisions, escalating customer issues and driving and defining specific action plans with the relevant departments to achieve speedy issue resolution.
• Support the design of experiences with both emotional and rational/tangible benefits
• Keeping up with customer experience best practices in the telecommunications industry with the ability to adopt/ implement accordingly.
• Continuously review processes, policies, systems and behaviour across all points of contact with customers to ensure optimal customer satisfaction and identify areas for process improvement.
• Liaise with Sales, Marketing and other customer facing functions to implement agreed service delivery standards aimed at enhancing customer satisfaction and promoting loyalty.
• Participate in the conduct of procedural audit/evaluation and monitoring of customer facing functions to ensure compliance with EMTS�s customer relationship management (CRM) standards.
• Facilitate periodic consumer focus sessions to receive feedback from customers.
• Monitor competitor analysis with regards to customer experience management.
• Manage inter-functional relations to ensure synergy and across the various departments.
• Operational management of the interactive voice response (IVR) channel.
• Assist in planning and managing the human and material resources of the unit to optimise performance, morale and enhance productivity.
• Prepare/compile agreed periodic activity and performance reports for the attention of the Head, Customer Experience & Retention Management
• Perform any other duties as assigned by the Head, Customer Experience & Retention Management
• People Management – 3 Direct Reports.
Educational Requirements: First degree or equivalent in a relevant discipline.
Experience,Skills & Competencies:
• 6-8years work experience, with at least three (3) years in a supervisory role.
• Excellent verbal and written communication skills
• Able to lead, motivate, inspire and influence team members and colleagues.
• Ability to translate data into actionable insight and a coherent strategy for the unit or department
• Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.
• Well organised with a systematic approach to work and close attention to detail
• Passionate and driven to improve the customer experience
• A completer finisher with a track record on time delivery to high standards.
• Desire for self-improvement in industry knowledge
• Calm under pressure with the ability to drive to agreement and action
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