Customer Experience Manager Job at Britam Kenya

Job purpose

To develop, implement and monitor a customer experience strategy for online and offline customers by generating initiatives based on insight from analytics for maximum, standardized and consistent
customer experience that give the company competitive advantage.
 
Key responsibilities

• Prepare and monitor utilization of customer experience department budget
• Develop and implement a customer experience enhancement strategy
• Formulate, implement and monitor adherence to company customer service guidelines
• Ensure consistent service to enable customer experience consistency on both online and offline platforms
• Establish and manage customer relations processes, tools and systems in collaboration with all business units
• Collaborate with the products and market research department in use of research and analytics tools to conduct research and produce reports aimed at providing insight to performance and opportunities in relation to customer experience
• Conduct customer profiling to ensure customer service is customized to enhance customer experience
• Support enhancement of usability, design and content of online and offline processes, tools and systems to enhance customer experience
• Support launch and roll out of new products and services by handling enquiries
• Monitor trends in customer service and make recommendations for approval
• Build customer loyalty to the company brand
• Measure and report on return on customer experience investment
• Support recruitment and training of customer experience officers as well as all other staff
• Support development and roll out of customer loyalty and incentives programmes
• Perform any other duties as may be assigned from time to time

Key Performance Measures

• Brand visibility
• Brand loyalty
• Customer satisfaction index
• Staff satisfaction index
• Turnaround time in attending to customers
• Reports and proposals.

Working relationships

Internal working relationships

Accountable to the Director, Marketing and Corporate Affairs
Directly responsible for the Customer Contact Centre Manager,
Work with all the departments and branch networks.

External working relationships
Britam customers and clients
Products and services suppliers and vendors

Knowledge, experience and qualifications required

• Bachelor’s degree in Marketing or a related field
• Master’s in arketing or related field will be an added advantage
• 7- 10 years working experience, with at least 3- 4 years in a management position.

Competencies

Technical and functional competencies

• Excellent customer service skills
• Knowledge in Diversity management
• Ability to drive change
• Project Management
• Stakeholder Management
• Report writing-ability to develop reports
• Strategic Planning
• Leadership and management-ability to lead teams, mentor and coach staff
• Performance Management and team building
• Decision making –ability to make strategic decisions in a timely and effective manner
• High moral and ethical standing
• Highly motivated

Closing Date: Friday, July 3, 2015

Key Skills/Specialization: Bachelor’s degree in Marketing or a related field

Click HERE to Apply