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.