Customer Experience Manager - Randburg Verfied

Salary Negotiable Randburg, Gauteng Randburg, Gauteng more than 14 days ago 21-10-2014 1:57:19 PM
18-11-2014 1:57:19 PM
One of South Africa’s leading companies in the Media and Entertainment space is on the lookout for a dynamic Customer Experience Manager.



Outputs:

* Integration and strong business relations with stakeholders in Client and partner companies

* Ensured customer satisfaction for assigned product line and implemented customer delight measures

* Defined objectives of quality for customer care of concerned line of Clients products

* Ensured continuous adherence to defined quality standards

* Performance management of the team members for concerned Cients products under the assigned product line

* Ensured process enhancements and improvements are rolled out to the relevant geographies

* Consolidated customer feedback and insights for Customer Care, Product and Marketing teams

* Training, Learning and up-skilling strategy for Concerned Customer Care staff across service levels and geographies for the assigned product
line

* Defined, scripted and driven outbound campaigns and measure results thereof

* Integrated with defined knowledge framework of Clients Customer Care

* Ensures compliance to budget allocated for staff, projects, infrastructure etc.


Role and Responsibilities

* Accountable for end-to-end Customer Care of assigned product line

* Understand product and marketing strategy (from conceptualization stage for the products/ features in pipeline)

* Relationship management with GMs, Product managers, Marketing managers and operations in relevant countries

* Design and implement customer care model for assigned line of products

* Monitor performance of Customer Care for assigned product lines against defined service levels

* Drive initiatives to preempt customer queries, ensure first call resolution, reduce query escalations from first line and quick resolution of queries
across the support levels

* Collaborate with product and marketing teams to identify and implement campaigns for customer retention and engagement

* Manage performance of reporting members in the team

* Promote innovation, efficiency and customer focus in service delivery


Education & Experience:

* Must have a Degree or Diploma in Business Analysis/ Relevant Qualification

* Proven capabilities in leading and managing a team for at least 3 years

* Experience in managing a multi-channel customer support model with local and remote staff


Knowledge:

* The candidate possessing following will be preferred:

* User experience and understanding of Digital Media products and services

* Experience of setting up Customer Support function in an organization

* Association with Customer Care forums and communities

* Certifications / rewards in the field of Customer Service excellence

* Awareness of Product Development Life Cycle


Functional Competencies:

* Proficient in using Microsoft Office suite

* Customer service quality and productivity measures

* Strategy execution

* Strong Relationship across organizational levels and Stakeholder Management skills

* Drive performance of the team to deliver results


Behavioural Competencies:

* Deadline driven

* Achievement oriented

* Communication skills (both written and verbal)

* Relationship building

* Innovative / creative thinking

* Influencing skills

* Implementation Management

* Negotiation skills

* Change Management

* Risk Management

* Business Networking

Recruiter: Studio 29