Customer Experience Manager at Landmark Africa Group

Job Summary:

• We are looking for a dynamic Customer Experience Manager to oversee and enhance our customer service operations. The ideal candidate will bring a wealth of experience in managing large teams, developing customer-focused strategies, and ensuring excellence in every interaction.

Key Responsibilities:

• Develop and implement customer service policies, procedures, and standards to ensure customer satisfaction and loyalty.
• Manage and train a team of 30+ customer service representatives, fostering a culture of continuous improvement and collaboration.
• Monitor and evaluate team performance, providing regular feedback and coaching to ensure individual and team goals are achieved.
• Analyze customer feedback and market trends to identify areas for improvement and implement effective solutions.
• Lead the development and execution of customer experience initiatives across all touchpoints.
• Collaborate with other departments to align customer service strategies with organizational goals.
• Handle escalated customer complaints and resolve complex issues promptly and professionally.
• Prepare and present regular reports on customer service metrics, insights, and recommendations to senior management.

Key Requirements:

• A minimum of 5 years of experience in a similar role, with a proven track record as a Customer Service Manager.
• Demonstrated experience managing and training large teams (30+ customer service representatives).
• Strong leadership, communication, and interpersonal skills.
• Proficiency in developing and implementing customer service strategies.
• Analytical mindset with the ability to use data to drive decisions and improvements.
• Excellent problem-solving skills and the ability to handle high-pressure situations.
• Bachelor’s degree in Business Administration, Communications, or a related field (Master’s degree is a plus).