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