CV People Africa Customer Experience Manager Jobs in Dar Es Salaam Tanzania
CV People Africa Customer Experience Manager Jobs in Dar Es Salaam Tanzania
Job SpecificationReporting Structure
Reporting To CEO
Supervision Of Customer Experience Officer
Interacts WithEntire Customer Service and Sales Departments
Job Description
Builds and Maintains a VOC (Voice of the Customer) capability, through feedback from Customers and Employees.
Builds and Maintains a view of the Customer Life cycle and Customer Journeys within the organization.
Documents and share Voice of the customer the organization.
Defines a Customer Experience Quality Framework (initially NPS and CSAT)
Collects operational metrics and define subsets of customer experience metrics (based on customer life cycle and customer journeys)
Analyze Customer Experience Gaps
Creates customer experience journeys by channel and customer segment.
Engages customers and employees in the customer experience design
Engages and encourages Customers.
Use Customer insights to define project requirements
Proactively adjusts designs based on changing customer and business circumstances
Develops and Maintains a decision Framework for Improvement projects/initiative
Monitor progress of Improvement projects and provide customer feedback.
Facilitates coordination across the organization to ensure the implementation of the CE strategy.
Communicates
the importance of Customer Experience across the company.
Collects and shares customer stories (good and bad)
Exceptional customer experience by company employees.
Candidate Specification
Experience 5 years
Education Level Degree
Qualifications
Software MS Office Tools
Equipment Industry Related
Knowledge Of Skills To Possess strong Project Management ,organizational & administrative and Excellent communication skills both verbal & written
Ability To Ability to prioritize, adapt and work to strict deadlines,effectively interacting with clients to identify and process their requirement
Personality
Other Prior experience and skills in customer service or marketing, as well as communication skills.
Tenacity to achieve results in a demanding environment .
Strong service ethic .Enjoys fast paced changing environment
Organisation
Industry Telecommunications
Culture Multi Cultural
Gender Profile Mixed
Age Profile Between 25 and 45 years of age
Terms and Conditions
Employment Permanent
Location Dar es Salaam, Tanzania
Remuneration will be paid in TZS.
How to Apply
Interested and qualified candidates should apply online by 23rd June 2019
For more information and job application details, see; CV People Africa Customer Experience Manager Jobs in Dar Es Salaam Tanzania
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