Customer Experience Manager at Kloverharris Limited

Job Description

• The Customer Experience Manager designs and drives the end to end experience across all service channels, setting standards, enabling execution by outlet teams, and using insights to improve service quality, consistency, and commercial outcomes.

Key Responsibilities
Exceptional experience:

•  Own and champion the customer journey across all channels
• Ensure consistently high service standards, and a positive experience at every touchpoint.
• Manage customer interactions, and turn insights into service improvements.
• Develop and implement initiatives that improve service experience, and drive repeat patronage.
• Continuously improve service standards and ensure consistent application.

Customer experience training:

• Support onboarding to ensure new hires are equipped to meet service expectations.
• Conduct training needs analysis and support the development of targeted trainingn and capability building plans.
• Hold team members accountable to service, quality, and behavioural standards.

Customer data, reporting & insights:

• Ensure accurate recording of customer interactions and data.
• Track and analyse service performance metrics
• Prepare and submit periodic service performance reports.
• Use insights to recommend process improvements and service innovations.

Commercial accountability:

• Lead the achievement of departmental sales targets and budgets.
• Monitor service-related costs and identify opportunities to improve efficiency without compromising guest experience.

Stakeholder & vendor coordination:

• Liaise with third-party stakeholders required for smooth service delivery.
• Collaborate closely with internal stakeholders to deliver a consistent and integrated customer experience.

Qualifications

• Tertiary Degree in Business Administration, Marketing, Hospitality Management, Communications, or a related discipline.
• Demonstrated capability in customer experience management in a high pace environment.
• Proven ability to design, and continuously improve customer journeys across multiple service channels.
• Strong understanding of service quality frameworks, service recovery practices, and customer satisfaction methodologies.
• Demonstrated ability to influence and align frontline and operational teams to deliver consistent service standards.
• Ability to translate customer insights, feedback, and data into actionable service improvements.
• Strong stakeholder management and communication skills, with the ability to collaborate effectively across functions.
• Working knowledge of CRM systems, customer feedback tools, and customer experience analytics