Customer Experience Manager at Nicole Sinclair Consulting

The Customer Experience Manager plays a pivotal role in building a team in ensuring exceptional service delivery and satisfaction across our platform. The job holder will  build and lead a team dedicated to enhancing positive customer experience and customer interactions, customer satisfaction, resolving issues promptly, and driving continuous improvements to our service offerings.

Key Responsibilities:

Customer Relationship Management:

• Build and nurture strong relationships with key customers, understanding their needs, challenges, and preferences.
• Serve as the primary point of contact for escalated customer issues and concerns, ensuring swift resolution and maintaining customer satisfaction.

Team Leadership and Development:

• Lead, mentor, and motivate a team of customer service representatives, fostering a culture of excellence, teamwork, and accountability.
• Provide ongoing training and development opportunities to enhance team members' skills in customer service, problem-solving, and communication.

Operational Excellence:

• Oversee the end-to-end customer experience journey, identifying areas for improvement and implementing strategies to streamline processes and enhance efficiency.
• Collaborate with cross-functional teams to optimize service delivery, leveraging technology and data-driven insights to drive operational excellence.

Quality Assurance and Performance Monitoring:

• Establish and maintain quality assurance standards for customer interactions, ensuring adherence to company policies and service level agreements.
• Monitor key performance indicators (KPIs) and metrics to assess team performance and customer satisfaction levels, implementing corrective actions as needed.

Customer Feedback and Insights:

• Develop mechanisms to gather and analyze customer feedback, leveraging insights to inform product enhancements, service improvements, and strategic decision-making.
• Regularly communicate customer insights and trends to relevant stakeholders, driving a customer-centric approach to business development and innovation.

Expansion and Growth Initiatives:

• Support the company's expansion efforts into new African countries, collaborating with cross-functional teams to ensure seamless integration of customer experience operations.
• Identify opportunities to enhance our service offerings and differentiate our brand in the market, contributing to the company's growth and market leadership.

Qualifications:

• Bachelor's degree in business administration, marketing, or a related field; advanced degree preferred.
• Minimum of 5 years of proven experience in a customer experience or customer service leadership role, preferably within the logistics or technology industry.
• Strong leadership and team management skills, with a track record of building high-performing teams and driving results.
• Excellent communication, interpersonal, and problem-solving skills, with a customer-centric mindset.
• Ability to thrive in a fast-paced, dynamic environment and drive continuous improvement initiatives.
• Knowledge of logistics operations and familiarity with relevant technology platforms is a plus.
• Fluency in English; proficiency in other local languages is advantageous.