Customer Experience & Training Manager

Location: ,
Job Category:
Job ID: 103856
Employment Type:
Salary:
Posted: 06.06.2024

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Occupations:

Job Description:

Summary:
The Customer Experience Manager: Manages the strategic design, implementation and the  optimization of customer experience programs and initiatives that ensure a best in class customer experince at all i World locations.

1. Directs activities to research best practices to establishes metrics and collect and analyze customer data and feedback

2. Oversees development of a continuous stream data to analyze, measure and evaluate customer behaviours and sentiments to develop and implement                customer experience goals

3. Communicates customer experience to stakeholders that drive consistent and      end  to end customer experience across the organization.

4. Manages staff day to day performance utilizing customer service training 

5. Assess stores and customer experience

6. Assess product knowledge of staff

7. Drives customer retention, reduce churn and increase customer satisfaction

8. Guides team to effective customer issues, resolutions and de-escalation

9. Tests new strategies to drive customer value

 

Job Requirements:

• Consistency and attention to detail.
• Ability to listen carefully and understand what is required.
• Ability to follow instructions and to question whenever in doubt.
• Ability to prioritize the daily tasks in order of urgency.
• Maximum attendance during regular working hours.
• Effective interpersonal and communication skills
• Effective follow-up abilities
• Excellent organizational skills
• Strong analytical skills
• Ability to work in a team
• Ability to Multi-task

EDUCATION/ SKILLS

• M.Sc. or BA in Marketing, with post-graduate diploma
• Ability to work in a team
• Familiarity with technology solutions and MBC’s brands
• Proficient in use of Microsoft and Adobe suites  
• Ability to Multi-task
• Ability to prepare and analyze data and present findings
• Excellent oral and written communication skills
• Strong relationship building skills

 
EXPERIENCE

•  3-4  years’ experience in marketing with supervisory experience