First Capital Bank presents an exciting career opportunity for the role of Customer Experience Manager, reporting to the Head of Marketing and Communications. We are seeking a passionate, client-centric, self-driven, highly competent, and motivated individual to join our team and contribute to the growth of the business through the implementation of effective customer experience strategies.
Duties and Responsibilities
Developing and Implementing Customer Experience Strategies: -Create and execute plans to enhance the overall customer experience. -Conduct research, analyze customer feedback, and identify areas for improvement.
Analyzing Data Related to Customer Journey: -Analyze data on the customer journey, including behavior and engagement metrics, to identify trends and opportunities for improvement.
Monitoring Customer Satisfaction: -Track key performance indicators related to customer satisfaction, such as Net Promoter Score or Customer Satisfaction Score, to measure the effectiveness of customer experience initiatives.
Cross-functional Collaboration: -Collaborate with cross-functional teams to ensure a consistent and positive customer experience across all channels, including in-person interactions, online platforms, and social media.
Process and Project Review: -Lead and review processes and projects to ensure they are client-centric. -Train employees on best practices for delivering exceptional customer service and provide ongoing coaching to ensure consistent delivery of a positive customer experience.
Complaint Resolution: -Attend and resolve escalated customer complaints or issues to ensure swift resolution and maintain high levels of satisfaction.
Ad
Qualifications and Experience
Minimum Qualifications: -First Degree in Marketing or equivalent. -Relevant MBA and/or professional qualification.
Experience and Competency Required: -Confidence in dealing with individuals at all levels. -Excellent communication skills, both verbal and written. -Strong competence in Microsoft Office applications such as PowerPoint, Word, Excel. -Three to five years of experience in a similar position.
