Duties and Responsibilities
Strategy Management:
-Develop and implement a customer-centric strategy aligned with business objectives.
-Establish a customer experience maturity roadmap for holistic management.
-Ensure an effective CRM platform remains relevant to business and customer needs.
-Review industry best practices for efficient setup and operation across Customer Experience.
CRM Optimization:
-Analyze customer feedback and behavior data to identify trends for improving the customer journey.
-Ensure correct segmentation of the client database.
-Drive customer digital journey transformation.
-Compile reports based on information output.
Customer Experience:
-Drive a culture of customer focus across all products and verticals.
-Develop and stimulate process changes across all customer touchpoints.
-Review and optimize audits on customer touchpoints and company platforms.
-Continuously monitor customer trends and industry best practices.
-Lead the Customer Experience across the organization to maximize customer satisfaction and loyalty.
-Improve CSAT, average response time, average resolution time, and other customer metrics.
Data Analytics and Insights:
-Provide insights and recommendations based on strategic thinking, technical knowledge, and communication skills.
-Conduct sufficient primary and secondary market research for valuable insights.
-Identify ways to increase customer satisfaction and loyalty.
-Ensure FAQs are easily available, maintained, and understandable.
Business Partnering, Communication, and Visibility:
-Ensure a smooth and effective onboarding process.
-Collate feedback from customer-facing staff and partners for the customer experience plan.
-Present findings of customer research to Exco and Senior Management.
-Manage gaining a deeper understanding of customer segments.
-Work with IT to ensure the system flow makes sense for customers.
Budget Management:
-Ensure appropriate financial management and budgetary provisions are in place.
-Implement and compile budgets to minimize expenditure.
-Manage high-risk financial issues in the area of accountability.
People Management:
-Ensure the customer experience team collaborates with all business functions.
-Lead a team of specialists courageously and provide necessary support.
-Develop, implement, and manage a People Capability plan.
-Identify, attract, appoint, grow, engage, reward, and retain top talent.
-Drive a culture of continuous learning, improvement, and cohesiveness.
Professional Development:
-Attend regular performance meetings and conduct self-reviews.
-Stay current with new product developments from Mukuru.
-Participate in all required compliance training and assignments.
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