Customer Experience Manager at Alpha Mead Group

Job Summary

• As the Customer Experience Manager, you will be responsible for managing the day-to-day operations of our Customer Experience Centre.
• Your focus will be on optimizing customer satisfaction and loyalty through effective telemarketing, help desk management, and enhancing customer lifetime value.
• You will drive the implementation of robust processes, utilize technology to streamline operations, and develop customer relationship programs.
• Your leadership will be instrumental in fostering a customer-centric culture within our organization.

Key Responsibilities

• Lead and oversee the day-to-day operations of our esteemed Customer Experience Centre, ensuring seamless coordination and driving optimal performance.
• Co-ordinate and optimize activities across the unit, utilizing cutting-edge technology to improve efficiency and accelerate adoption.
• Streamline business automation processes to enhance customer interactions and overall satisfaction.
• Elevate customer service experience and engagement to foster organic growth and unwavering customer loyalty.
• Efficiently manage the Telemarketing Programme, empowering the team to achieve outstanding results.
• Develop and implement robust processes and systems to handle customer feedback and requests, ensuring maximum satisfaction levels.
• Design and execute customer relationship programs to boost Customer Lifetime Value (CLV) and cultivate lasting connections.
• Lead customer orientation programs, instilling the essence of "We Care..." in our employees and stakeholders.
• Monitor and enhance Customer Satisfaction and Engagement, providing valuable insights for continuous improvement.
• Stay updated with industry developments and apply best practices to elevate our customer experience to unparalleled levels

Qualifications

• Bachelor's degree in any related field.
• A minimum of 7 years of relevant experience, including at least 4 years in a managerial role.
• Proficiency in business automation processes and CRM/Request Management software.
• Strong understanding of Customer Relations trends and ability to train and grow a team.
• Excellent verbal and phone communication skills, with active listening at the core.
• Exceptional relationship management abilities and high emotional intelligence.
• Experience in or interfacing with Sales and Marketing functions is highly desired.