Customer Experience Manager at Avetium Consult Limited

Job Summary:

• The Job holder would be responsible for enhancing the overall satisfaction and engagement of students, parents, and other stakeholders.
• This position is responsible for creating and maintaining a positive and seamless customer experience throughout the student lifecycle, from prospective students first inquiries to alumni engagement.
• The Customer Experience Manager will collaborate with various departments to ensure that all interactions with the university are consistently exceptional.

Key Responsibilities:

• Develop and implement strategies to engage prospective and current students, parents, alumni, and other stakeholders.
• Establish and maintain strong relationships with these groups to gather feedback and understand their needs and concerns.
• Analyse and streamline enrolment and student services processes to enhance efficiency and effectiveness.
• Identify pain points in the student journey and work with relevant departments to resolve them.
• Create and oversee communication plans that provide clear and consistent information to students and parents at all stages of their journey.
• Ensure that communication channels are open, responsive, and user-friendly.
• Develop training programs for university staff involved in student interactions to ensure they provide a consistent and high-quality experience.
• Collaborate with other departments to promote a culture of customer-centricity.
• Utilize data analytics to measure and assess the effectiveness of customer experience initiatives.
• Make data-driven recommendations for improvements.
• Implement a feedback system for stakeholders to express their opinions and concerns.
• Use feedback to drive improvements and address issues promptly.
• Organize events and activities that enhance the universitys relationship with students and alumni.
• Coordinate campus visits, orientation programs, and alumni reunions.
• Manage the budget allocated for customer experience initiatives, ensuring resources are allocated effectively.
• Identify and implement technology solutions that enhance the overall customer experience, such as CRM systems, chatbots, or mobile apps.
• Prepare regular reports on customer satisfaction and engagement metrics for university leadership.

Requirements

• Bachelors degree in a relevant field (Masters degree will be an added advantage).
• Proven experience in customer experience management, preferably in a higher education setting.
• Strong communication and interpersonal skills.
• Analytical mindset with proficiency in data analysis tools.
• Project management skills.
• Ability to collaborate with diverse teams and stakeholders.
• Knowledge of enrolment and student services processes in a university setting will be an added advantage.