Manager - Customer Experience and Retention.Customer Experience and Services

To be responsible for the delivery of the overall desired Customer Experience for the entire organization, including establishing and managing a Business Optimization unit, overseeing customer centricity projects, and developing a customer experience training and quality assurance framework.

Requirements

• Develop the Customer Knowledge strategy
• Align systems and processes with overall architecture and business plan
• Provide inputs in the functionality of the Enterprise Data Warehouse
• Ensure improvement of the service provision to clients
• Liaise with HR to ensure relevant training is delivered
• Coordinate and facilitate the process of developing business optimization and integration processes
• Manage telecommunication and data resources
• Facilitate and manage in consultation with HR an employee management system
• Facilitate and manage projects and optimization initiatives
• Manage and oversee a small team
• Set and manage their objectives
• Grow and develop the unit's staff members
• Optimize the available resources to enhance service delivery
• Motivate, coach and guide direct reports
• Drive a customer centric culture across the organisation
• Manage finance and allocated budget
• Continuously scan the external and internal environment iro optimal customer experience and service delivery initiatives and standards
• Adept management of Executive teams and encouraging buy in to the shift in focus and culture

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance