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 Specification

Reporting 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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