CUSTOMER EXPERIENCE MANAGER ROLE PROFILE AFC Commercial Bank, a subsidiary of AFC Holdings seeks to recruit a Customer Experience Manager. Reporting to the Head - Marketing and Corporate Communications, the successful candidate will be responsible for providing strategic direction on Customer Experience, identifying areas for improvement, tracking the effectiveness of CX initiatives, and making data-driven decisions to enhance overall customer satisfaction. The successful candidate will also be responsible for bridging the gap between customers and AFC Commercial Bank.
Duties and Responsibilities
• Defining and implementing standards/procedures for ensuring optimal customer experience. • Conducting surveys to gather information on customer opinion of rendered services. & Utilizing social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries. & Supervising Customer experience and Contact centre teams to ensure their interaction with customers reflects positively on the Bank. & Liaising with the Product Development and Innovation departments to ensure delivery of high-quality products and services. • Establishing communication mediums through which customers can readily contact the Bank and vice versa. & Monitoring Customer service and Branch teams to ensure compliance with acceptable standards of customer service Conducting studies and research to discover new techniques necessary for improving customer experience. • Overseeing and monitoring the delivery of service in branches, digital platforms and at Bank agents to ensure consistency and meeting desired service standards. • Guiding team in effective client issues resolution and handling any escalations. a Developing listening points in the customer journey and identifying opportunities for continuous improvement. • Making recommendations about procedural/policy changes.
Qualifications and Experience
Skills • Excellent presentation skills. o Project and event management skills • Knowledge of customer service practices. • Ability to plan and prioritize heavy workloads and meet deadlines.
Qualifications and Experience • A Bachelor's Degree in Business Management/ Marketing or equivalent. • MBA or any relevant Post-graduate qualification will be an advantage. • 5 years of experience in overall customer experience management areas. • Membership in a professional body such as CAZ or MAZ will be an added advantage.
How to Apply
Interested candidates should submit applications, accompanied by a detailed resume no later than 05 September 2024. All applications should be emailed to [email protected] indicating the position you are applying for as your E-mail Subject Reference. Please note that only shortlisted applicants will be responded to.
