BrighterMonday

Customer Experience Manager for a Betting and Gaming Company

Job Summary

The Job holder’s major responsibility is to increase the loyalty customers have to the company, its products and services.

  • Minimum Qualification: Bachelor
  • Experience Level: Senior level
  • Experience Length: 5 years

Job Description/Requirements

Role Summary
The Job holder’s major responsibility is to increase the loyalty customers have to the company, its products and services. The role entails developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction.
The customer experience manager will maintain an updated customer journey map with the objective of enhancing the customer experience at every customer touchpoint.

Key Responsibilities
1.    Service delivery management;
a.    Streamline service management processes and procedures to ensure that each customer gets the same great experience
b.    Assess customer feedback and improve procedures accordingly to ensure that great customer service is provided at all times
c.    Evaluate a customer experience against set customer satisfaction goals and service levels and drive improvement to plug identified gaps
2.    Conduct regular Customer Journey Mapping activities in collaboration with internal stakeholders as needed to improve process and inform metrics
3.    Management and oversight of linkage of Customer Experience metrics and business outcomes
4.    Share weekly and monthly Customer Experience reports to senior management
5.    Be the customer advocate and ambassador for unresolved or high-profile customer issues to ensure effective de-escalation and remediation
6.    Identify product and service quality gaps and provide guidance on how to address them in a timely manner; continuously review the quality standards and processes to ensure efficiency and alignment with best practises
7.    Any other duties assigned by the Manager

Job Specifications
•    A Bachelor’s degree in Business Management or related field. A Master’s degree is an added advantage
•    ITIL training and certification
•    Demonstrable progressive work experience of at least 5 years relating to quality assurance, customer service or service delivery management
•    Should have exposure to a leadership role for a minimum of 3 years
•    Critical thinker with great problem-solving skills
•    Good analytical and reporting skills
•    Ability to train; natural leader of people with excellent managerial and motivational skills
•    A strong passion for sports particularly football 

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