Manager, Customer Experience at Konga Online Shopping Limited

Job Description   

This role is responsible for advocating for customer experience within the company.

That includes leading customer experience programs that create an internal culture of customer focus, and identifying the top opportunities to directly change the customer experience.

The CX Manager identifies, develops and oversees a portfolio of initiatives designed to improve customer experience, and works with internal business partners to effect change.

This is a both a strategic and hands-on position requiring experience in interpreting customer insights, process analysis, business analysis, process mapping and process improvement capabilities. Ideal candidate has a strong background in managing customer experience and process improvement initiatives and driving solutions to improve those processes with the end-customer in mind.

Duties & Responsibilities   

• Develop a deep understanding of the voice of the customer and identify key opportunities/leverage points for improving the customer experience and building customer loyalty
• Prioritize key customer requirements and develop key metrics
• Participate on cross-functional teams for key VOC projects and help guide the initiatives to achieve the desired outcomes
• Create and manage the culture change to become more customer focused including development of new internal programs such as Experience immersion, CX training, Recognition, Communications, and Aligning employees with customer metrics.
• Drive people, process, and technology improvement initiatives to optimize the Customer Support experience end-to-end.
• Facilitate product/program quality improvements based on Customer feedback and core Customer Service performance measurements.
• Champion the customer through all our customer journeys, identifying their needs and expectations.
Skills & Competencies    Customer Focus: Keeps customers as a top priority when making all business decisions. Listens to customer feedback and advocates for solutions that help customers achieve and exceed their goals and objectives. Focuses organization on customer at all times and recognizes that employees are the key to delivery of the customer promise.

Strategic Thinking: Leads by applying strategic thinking vs. simple strategic planning to develop a vision for the customer journey, assuming primary responsibility for developing a plan that identifies and champions key moments of truth across all aspects of the customer experience.

Change Agent: Strong track record of successfully changing the culture and focus of an organization. Can clearly articulate what the current culture and behaviours are, what they need to be, and develop and implement a strategy to achieve in short order.

Process/Project Management: Possesses outstanding and demonstrated process and project management skills. Has displayed a proven track record of results, and understands how to imbed these into organizational culture. Works from a detailed business planning road map that has clear targets and milestones.

Driving Results: Sets compelling goals and aggressive schedules for improvement. Translates the vision/mission of the organization into actionable, quantitative plans. Conveys a sense of urgency, and drives issues to closure. Holds people accountable for agreed-to results. Identifies and keeps others focused on the most important metrics that drive the business.

Influencing Skills: Shows ability to influence key stakeholders across the company at all levels. Forges strong, diverse relationships in a matrixed environment. Engages teams through his/her enthusiasm and excitement about the business. Celebrates with individuals and teams for achieving significant milestones and goals. Strong supporter of working with peers and other company advocates insuring that buy in and change occurs.

Qualifications & Experience   

• University degree
• 5-6 years post NYSC
• Experience leading customer experience and continuous improvement initiatives a plus
• Experience in change management will be an added advantage