Customer Experience Manager at Optiven Limited

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