Head, Customer Experience at SENCE Nigeria

Customer Experience Strategy

• Drive and own the customer experience strategy and execution roadmap covering all relevant functions; govern the end-to-end strategy to ensure accountability for results
• Provide subject-matter expertise on leading practice frameworks for understanding customer engagement and behavior (segmentation, cohort modelling, behavior analysis etc)
• Ensure the delivery of excellent customer experience in accordance with the company’s vision and leading practices, across its various channels
• Apply design thinking in mapping and creating seamless customer journeys across the sales channels
• Establish metrics for defining the relationship with the customer

Customer Insights and Analytics

• Lead the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience industry
• Ensure in-depth complaint analysis and root-cause resolution efforts to help identify opportunities that bring substantial improvements to customer experience by reducing drivers of complaints across products, processes, and policies
• Proactively collect and analyze the Voice of the Customer (real-time, surveys, social media, interactive sessions etc) and provide useful information to the market intelligence department for analysis and inference
• Liaise with other customer-facing functions to obtain and provide information on customers
• Manage third-party agencies to run customer surveys/research if required

Customer-centric Culture

• Foster and work with all department leaders to promote a customer-focused culture within the organisation
• Conduct periodic and unscheduled visits to SIMS outlets to ensure compliance with service charter
• Drive accountability for customer experience across the organisation; develop experience KPIs across all levels of leadership

Call Centre Operations

• Develop and drive the implementation of programmes or initiatives for customer relations and call centre operations
• Approve schedules for call centre staffing/ work shifts to ensure adequate number of officers on a continuous basis to attend to customers’ enquiries and complaints
• Conduct periodic audits of call centre operations to ensure continuous efficiency in service delivery Capacity Building
• Ensure continuous training of customer service representatives to ensure quality and timely delivery Customer Issues Resolution
• Ensure that customer queries and complaints across all platforms (telephone, website, and social media) are logged and addressed effectively and in a timely manner
•  Institute relevant systems to support the customer service framework and ensure timely resolution of complaints or enquiries from customers
• Coordinate the provision of customers concerns to sales executives in relevant locations and follow up to ensure resolution and customer satisfaction
• Escalate unresolved issues to the relevant head of department or Chief Marketing Officer as appropriate and follow-up to ensure proper resolution

Others

• Provide advice on where to make investment decisions that will give the highest customer impact
• Prepare periodic activity reports for the attention of the Chief Marketing Officer, highlighting improvement opportunities resulting from customer engagement
• Be an ambassador of the organisation’s values of customer centricity, integrity, innovation, positivity, and passion
• Perform any other duties assigned by the Chief Marketing Officer

Requirements

• The requirements listed below are representative of the Knowledge, Skill and/or ability required to perform this job satisfactorily
• Bachelor’s degree or its equivalent in sales, marketing, business administration or related discipline
• 10+ years relevant experience in customer experience management
• Proven experience designing and delivering human centered experiences
• Relevant experience leading customer experience transformation initiatives
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research, journey design and agile methodologies
• Good experience with all aspects of Net Promoter Score metric, calculations and reporting including tNPS and rNPS
• Experience or exposure to analytical tools such as Power BI, Tableau
• Proven leadership/supervisory and people management skills
• Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders
• Excellent analytical and problem-solving skills