Customer Experience Manager at Alpha Mead Facilities & Management Services (AMFacilities)

 The Customer Experience Manager (CEM) bridges the gap between the customer and Alpha Mead brand. He/she ensures that each touchpoint across the customer journey is engaging, efficient, and effective thereby increase customer satisfaction rates, customer loyalty, and gains more referrals from those loyal customers.

Responsibilities

• Oversee the hiring, orienting, and training of an organization’s customer experience team
• Define and implement standards/procedures for ensuring optimal customer experience
• Conduct surveys to gather information on customer opinion of rendered services
• Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company
• Liaise with the production and creative departments to ensure delivery of high quality products and services
• Establish communication mediums through which customers can readily contact a company and vice versa
• Oversee the restructuring of an organization into a customer-focused establishment
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
• Prepare and manage annual budgets in achieving set objectives and goals
• Conduct studies and research to discover new techniques necessary for improving customer experience
• Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
• Oversee the merchandising of products in an outlet to ensure it entices purchase
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
• Attend seminars, workshops, and conferences to improve on existing job knowledge.

Requirements

• B. Sc/HND degree in relevant field
• Minimum of 5 years experience in Customer Experience role, of which 3 should be managerial position
• Relevant certifications would be desirable
• Very strong written and verbal communication skills
• Analytical mindset and knowledge
• Excellent presentation skills
• Ability to oversee and manage multiple projects