| Date | 2024-06-10 |
|---|---|
| Job Title | Head Customer Experience |
| Employer | Network International More Information |
| Salary | 0 |
| Category | Legal |
| Location |
Africa / Africa |
Job Summary
Key
Responsibilities:
- Define and communicate the service framework to ensure alignment and understanding across all business units.
- Develop comprehensive customer journeys and micro-journeys catalogue, along with CX frameworks and SOPs.
- Drive Voice of Customer (VOC), NPS, CSAT, CRM, and complaints management solutions.
- Cultivate a customer-centric culture by defining CX KPIs, engaging frontline and back-office staff, and providing training and coaching.
- Act as a brand ambassador and customer advocate, owning customer journeys, identifying pain points, and driving systematic problem-solving.
- Drive cross-functional engagement, stakeholder mapping, and accountability for CX initiatives across the organization.
Qualifications:
- Bachelor’s degree in Marketing, Business, Product Development, or similar field.
- Any CX certification would be advantageous.
- Minimum of 8 years of experience in client engagement or client services, with at least 5 years at a managerial level.
- Demonstrated leadership skills, ability to set vision and strategy, and drive implementation.
- Proficiency in public speaking and engagement, both internally and externally.
- Strong multitasking and project delivery skills, with experience in stakeholder engagement and executive influence.
How to Apply:
If you meet the above requirements, please send your resume DIRECTLY to: Network International
Head Customer Experience position available in Africa, Africa. This job position was posted by Network International. The job has been posted as a char8000 ad on 2024-06-10 at 01:18:47 in the Legal category
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