Job Purpose Statement
To manage overall end-to-end customer experience within the Group through all channels and touchpoints using well-defined standards and processes. The role oversees and leads the improvement of all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle with a focus on creating positive customer Impact and hence a positive impact on the company’s bottom line.
- Developing and implementing customer experience strategies and initiatives
- Analyzing customer feedback and data to identify improvement opportunities
- Ensuring consistent and positive customer interactions across all touchpoints
- Collaborating with cross-functional teams to enhance customer satisfaction
- Monitoring customer metrics and reporting on CX performance.
Key Responsibilities
- Customer Experience Standards: Define, implement, and review Optiven Group’s customer experience standards and guidelines and align them to overall corporate strategic goals
- Continuous improvement: Develop and implement strategies to improve customer interactions across multiple touchpoints and channels for all Optiven SBU’s
- Voice of the Customer: Collect, collate & analyze customer feedback and data to provide insights into the customers’ needs, identify customer pain points and different ways to improve the customer journey and create a positive experience
- Stakeholder Management: Collaborate with cross-functional teams, to align customer experience efforts with business goals and objectives.
- Training: Develop training programs to educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the group
- Service Excellence Management: Monitor and measure key performance indicators (KPIs) related to customer experience & create strategic alignment for Customer Experience KPIs
- Business Process Management: Establish and manage key customer experience processes, carry out process improvement and change management.
- People Management: Manage the team allocated to ensure team cohesion and productivity
Key Accountabilities
- Custodian of Customer Experience Standards
- Customer Feedback management and reporting
- Customer Experience metric planning, measurement & reporting
- Business process implementation as per SLA
- Voice of the Customer measurement
Main Activities
Customer Experience Standards:
- Define Optiven Group’s customer experience standards that are aligned to the Corporate values
- Define the standards implementation guidelines & articulate the same across the group.
- Articulate &Implement the customer experience standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
- Review the standards and guidelines in line with changing regulations and market dynamics
Service Excellence Management
- Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
- Work with Stakeholders within the organization to drive internal customer satisfaction aimed at driving the ultimate experience for Optiven’s customer
- Create strategic alignment for Customer Experience KPIs and ownership throughout the organization
Voice of the Customer:
- Collect customer feedback and data form all channels, via surveys and other feedback channels
- Collate & analyze to provide insights into the customers need and identify customer pain points and different ways to improve the customer journey
- Drive processes to identify and correct gaps in the customer experience based upon direct and indirect customer feedback
- Communicate the findings to stakeholders and design interventions to create a positive experience
- Monitor and report on implementation of these initiatives
Business Process Management
- Establish and manage key customer experience processes, including but not limited to customer contact facilities, customer interaction model, , complaint management, voice of customer, customer retention management, performance metrics, process improvement and change management.
- Ensure all processes are at all times compliant to regulatory and risk-related requirements.
Continuous improvement
- In connection with the business leadership, develop initiatives to improve customer interactions across multiple touchpoints and channels for all Optiven SBU’s
- Follow up for implementation of these initiatives
- Report on progress and analyze impact
- Review and improve on initiatives
Stakeholder Management:
- Collaborate with cross-functional teams, such as conversion, global markets, marketing, projects, registry, hospitality, construction, Optiven water and the telemarketing team, to align customer experience efforts with business goals and objectives.
Training:
- Develop training programs to educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the group
- Deliver programs alongside service providers
- Monitor effectiveness of the training alongside HR
People Management
- Be involved in the recruitment, training and coaching of the customer service team
- Carry out performance and disciplinary management as per HR processes
- Build and motivate the team for optimal performance
Key Focus Areas
Supervisory Responsibility/ Work Relationships
- Employee satisfaction
- Employee retention
- Competence development
Processes
- Customer Experience
- Communication
- Risk Management
- Budgeting and Cost Management
Decision Making & Communication
- Appropriateness of the unit structure
- Customer Experience improvement initiatives
- Customer Experience Metrics Measures
- Delegated authority to resolve customer experience related issues
- Work Schedules
Revenue generation and cost management responsibility
- Customer attrition
- Indirect impact on Income (revenue) targets
- Expense management
Competency Requirements
- Ability to inspire people to meet and exceed customer expectations
- Excellent Written and Communication Skills
- Leadership to nurture and manage changes
- Interpersonal skills to create and maintain relevant business networks and to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
- Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture
- Performance Management to optimize own and team’s productivity
- Knowledge and experience of business process review to provide guidance on strategic / continuous improvement within the Group
- Technical skills to effectively perform and/or guide the performance of Business and Operations teams’ activities/tasks in a manner that consistently achieves high quality standards and benchmarks
Qualification And Experience Requirements
- University degree or equivalent preferably in communication, marketing, PR, or business. An MBA will be an added advantage
- Minimum of 5 years’ experience in Customer Experience or Business operations, 2 of which should have been in a supervisory capacity.
- Customer Experience or a Service Excellence certification will be an added advantage
- Experience leading change and inspiring teams with an exciting future vision
How To Apply
If you believe you have high performance culture, positive mental attitude and are self-driven, then apply through recruitment@optiven.co.ke having CUSTOMER EXPERIENCE MANAGER as the subject email.
NB:
- Last day of receiving applications is 24th August 2024.
- We do not charge for job applications and interviews.
- Shortlisting will be done on rolling basis.
- Gross salary remains as per the given budget.
- Due to the huge number of applications we get, only shortlisted candidates will be contacted.
- Canvassing will lead to automatic disqualification.
- Applicants give the company express consent to conduct background checks for employment suitability.
- Optiven Group is an equal opportunity employer.
