Customer Experience Manager - Randburg
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