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  • Posted: Jun 21, 2024
    Deadline: Not specified
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    KingMakers is the leading sports and digital entertainment platform company across the African continent. We are focused on creating opportunity. Opportunity that allows individuals and communities to realise their dreams – to be the best they can be. Opportunities to grow, to change, to build a business, to make a difference. Opportunity for indiv...
    Read more about this company

     

    Customer Experience Project Manager

    Role Overview:

    • We seek a dynamic and detail-oriented Customer Experience Project Manager to join our team.
    • The ideal candidate will be responsible for leading and executing projects that improve the customer experience across all touchpoints.
    • This role requires a strategic thinker with excellent project management skills and a strong passion for enhancing customer satisfaction and loyalty.

    What You Will Be Doing:
    Project Management:

    • Plan, execute, and oversee customer experience projects from start to finish.
    • Develop project scopes, objectives, timelines, and deliverables in collaboration with senior management and stakeholders.
    • Coordinate internal resources and third-party vendors to ensure seamless project execution.
    • Ensure that all projects are finished on time, within scope, and within budget.

    Customer Journey Mapping:

    • Create and maintain detailed customer journey maps to identify key touchpoints and pain points.
    • Analyze customer feedback and data to understand customer needs and behaviors.
    • Develop actionable insights and recommendations to improve the customer experience.

    Strategy Development and Implementation:

    • Work collaboratively with cross-functional teams to develop and execute customer experience strategies.
    • Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of CX initiatives.
    • Continuously assess and modify strategies based on performance data and feedback.

    Stakeholder Management:

    • Serve as the main point of contact for project stakeholders.
    • Facilitate regular meetings to update stakeholders on project progress and address any issues.
    • Create and deliver presentations and reports to communicate project status and results.

    Data Analysis and Reporting:

    • Collect, analyze, and interpret customer feedback and data from various sources.
    • Develop dashboards and reports to track key customer experience metrics.
    • Based on data analysis, provide actionable insights to senior management.

    Continuous Improvement:

    • Identify opportunities for process improvements and innovation in customer experience.
    • Stay updated on industry trends and best practices in customer experience management.
    • Implement and promote best practices across the organization.

    What You Need for This Role:

    Education:

    • Bachelor's degree in business administration, Marketing, Project Management, or a related field.
    • PMP certification or equivalent is a plus.

    Experience:

    • Minimum of 3-5 years of experience in project management, preferably in customer experience or a related field.
    • Proven track record of successfully managing and delivering projects on time and within budget.

    Skills:

    • Strong project management skills, including planning, scheduling, and resource management.
    • Excellent analytical and problem-solving abilities.
    • Proficiency in project management software (e.g., Microsoft Project, Asana, Trello).
    • Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
    • Ability to analyze data and translate insights into actionable strategies.
    • Detail-oriented with a strong focus on quality and accuracy.
    • Ability to manage multiple projects simultaneously and prioritize tasks effectively.

    Attributes:

    • Passion for enhancing customer experience and driving a customer-centric culture.
    • Strategic thinker with a proactive approach to problem-solving.
    • Ability to work independently and as part of a team.
    • Adaptability and flexibility in a fast-paced environment.
    • A creative thinker: You can think innovatively and are open to starting from scratch occasionally

    Method of Application

    Interested and qualified? Go to KingMakers on www.kingmakers.com to apply

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