Customer Experience Manager at erpSOFTapp

Job Description

• erpSOFTapp is looking for a Customer Experience Manager to support our Project Manager in delivering a high quality customer service to our organisation
• erpSOFTapp services include the design, implementation, 24x7 management, and growth of highly available, scalable business systems.
• We’re looking for a motivated individual to support the Project Manager in delivering high quality customer service to our organisation.
• You will use insight and data to prioritise needs, identify how we can improve the customer experience, lead on defining end-to-end the customers project and support journey whilst mapping the programmes and services we offer.
• This is a great opportunity to closely work with senior leaders across the organisation, to develop and implement an integrated customer strategy.
• This newly created role calls for a strong leader who will contribute and maintain the overall culture and be part of the managers group by being a role model for erpSOFTapp values, developing client engagement improvement strategies and supporting achievement of corporate performance objectives across departments you will be responsible for.
• You will be able to work with complex and detailed information whilst retaining focus on the bigger picture.

Key Accountabilities / Duties

• To lead and embed within the business processes the erpSOFTapp culture to fulfil the Customer Experience Objectives.
• Act as the primary liaison between the business and the IT team to create an improved service experience for our customers and efficient ways of working.
• Ensure key stakeholders understand, support and buy into the vision.
• You will advise/recommend action to the Executive Team to enhance our service and our customer offer
• You will have full ownership of key performance indicators relevant to particular stages of customer engagement, providing timely and accurate KPI updates to numerous stakeholders including forward looking plans.
• You will ensure continuous improvement is sought and any changes are driven using customer feedback.
• Ensuring that the customers perception and experience of interacting with erpSOFTapp is optimal at all times.
• Contribute to and improving customer focused organisational strategy for client activities that maintain and lead to high quality releases
• You will be directly responsible for the outputs and performance of a 3 departments.

Requirements

• Graduate with proven track record 3+ years experience successfully managing business analyst teams and working in project delivery for clients.
• Candidates must possess at least a Bachelor’s / College Degree in Engineering or Social Sciences.
• Proficiency in English
• Strong verbal and written communication skills
• Demonstrate a strong understanding of the SDLC process. Experience in Agile/Scrum framework is required.
• Operational understanding of internal departments to facilitate customer service objectives
• Customer Service Experience is required