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Manager – Customer Experience Management Job SCG
Manager – Customer Experience Management Job. Customer Service Jobs in Kenya
Roles/Duties & Responsibilities
- To develop programs and processes that promote continuous improvements to productivity, quality, and customer satisfaction for all our products
- Explore customer segments and behavior, both locally and internationally, to identify and understand different groupings and initiate research projects to support strategic initiatives.
- Develop and drive the value propositions for each customer segment.
- Develop and implement appropriate systems and procedures to identify, prioritize and drive corrective actions for customer quality systems/procedures to the appropriate individuals within the company and assure that appropriate actions are taken
- Develop a comprehensive quality system that covers all aspects of Quality management for design, development, supplier, internal and field quality issues.
- Carry out market intelligence surveys, analyze competitor trends, product market shares and product critical information
- Evaluate the effectiveness of quality programs and will recommend methods to increase quality standards and customer satisfaction
- Articulate and develop of winning service initiatives that enhance the customer’s experience bank wide like monthly publications, messages on birthdays & anniversaries e.t.c
- Create Wow experience initiatives across the network regularly to complement the banks’ products and service in delivering consistent, high quality customer experience
- Perform other duties as assigned by DMD
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Skills & Qualifications
- A good first degree in any discipline. Relevant masters degree and professional qualification will be an added advantage
- Minimum of 7 year’s related experience in quality control, quality assurance and Total Quality Management; at least 4 years’ experience in a Bank/Financial Institution
- Excellent customer relationship development/management
- Quality Management
- Service quality Management
- Business process skills
- Good negotiation, problem-solving and conflict resolution
- Good Oral & Written communication
- Creative and innovative
- Presentation Skills
- Ability to manage multiple tasks
- Telephone Etiquette
- Superior product knowledge
- Database Management
- Generic Skills: Initiative, Analytical Skills, Problem solving, Self-Management / Organizational skills, Interpersonal Skills & TQM
- Supervisory Skills: Leadership / Supervisory, Team building / conflict management, Organization & coordination, General managerial / administration
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How to Apply
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