Customer Experience Manager

At AutoXpress, we believe that the customer experience is the most important part of our business. We are looking for a Manager of Customer Experience to lead our team in creating and executing strategies to improve the customer experience at every touchpoint. The ideal candidate will have experience in customer experience, customer service, or a related field, as well as experience leading and managing a team.

o    He or she will be responsible for developing and implementing a customer experience strategy and measuring and reporting on the results. The Customer Experience Manager will be responsible for tracking end-to-end customer experiences across online and offline channels, identifying potential pain points and improvement opportunities. Identifying customer needs, drivers of positive customer experience and factors that lead to improved retention and loyalty.

KEY RESPONSIBILITIES

·         Customer service delivery

o    Conduct customer research to identify needs and pain points, and develop solutions to improve the customer experience

o    Partner with IT and Operations in service delivery automation and digitisation to drive customer convenience through system implementation that includes CRM, amongst others.

o    Continuously reduce pain areas for the customers by working closely with other functions, including IT, Finance, and Marketing, to ensure delivery of the brand promise and an exceptional customer experience.

o    Guide and support business process re-engineering and alignment to Customer Experience initiatives.

o    Collaborate with marketing to develop campaigns that improve the customer experience and track the progress to ensure the campaign meets the objectives identified

o    Partner with product development to ensure that new products and features meet customer needs and track the progress to ensure the product meets the customers’ needs.

·         Customer Retention Management

o    Develop business cases for initiatives that will improve customer satisfaction and retention. Work with executive management to create an action plan to improve customer satisfaction based on feedback.

·         Customer Service Training

o    Define, design, and implement the company’s customer experience strategy

o    Developing and implementing training programs for employees to improve customer service skills and knowledge of company policies

o    Perform regular training needs assessment to identify what customer experience training is required among AutoXpress staff.

·         Driving a Customer Service Culture

o    Understanding what drives our employees to deliver exceptional customer experience and working with retail management to build an enabling environment to deliver an exceptional customer experience

o    Drive a customer-centric culture by continuously engaging with the various teams and empowering them to deliver top-of-class customer experiences.

o    Position customer experience as a key lever to drive customer retention while embedding customer centricity.

o    Constantly innovate to drive leading customer experiences to ensure that AutoXpress becomes a reputed leader in creating the best & most consistent customer experiences.

·         Customer Service metrics

o    Own performance measurement and track adherence to the defined customer service experience Service Level Agreements.

o    Leverage data analytics to understand customer behaviour while driving customer experience improvement initiatives.

o    Develop KPIs to measure the success of customer experience initiatives, and track progress against goals

o    Identify opportunities for process improvement, and work with relevant teams to implement changes

o    Driving higher customer satisfaction, NPS, customer retention

o    Customer Complaint Management

·         GDPR Compliance

o    Ensure full compliance with customer-related regulatory requirements, including Customer Protection, Treating Customers Fairly and Data Protection.

REQUIRED SKILLS AND QUALIFICATIONS

• 5+ years in customer experience, customer service, or a related field
• Proven track record of designing and implementing successful customer experience strategies
• Exceptional leadership and communication skills
• Strong analytical and problem-solving abilities
• Ability to think strategically and execute tactically
• Experience in managing budgets and personnel
• A bachelor's degree in marketing, communications, advertising, business management, or a related field is preferred.
• Experience in the software-as-a-service (SaaS) industry