Senor Manager, Customer Experience at Food Concepts Plc

Job Purpose

• As Customer Experience Manager you will be focused on ensuring that the customer journey across all touch points is constantly optimised to reduce customer pain.
• You will also lead and inspire a team of customer service associates, ensuring they deliver superior customer support in line with our customer-centric values.
• You will play a pivotal role in maintaining and enhancing customer relationships, resolving inquiries efficiently, and continually improving processes to exceed customer expectations.

Core Responsibilities and Key Result Areas

Strategy Development:

• Develop and implement a customer experience strategy aligned with the company's goals and brand values.
• Identify key touchpoints in the customer journey and formulate plans to enhance those interactions.

Customer Experience Enhancement:

• Collect and analyze customer feedback, reviews, surveys, and data to gain insights into customer preferences and pain points.
• Collaborate with multifunctional teams to translate insights into actionable improvements in products, services, and processes.
• Develop strategies to elevate the overall customer experience, ensuring that customers feel valued and heard.

Customer Support Operations:

• Oversee a team that deals with day-to-day customer support operations, managing inbound customer inquiries via various channels (phone, chat, email).
• Ensure timely and accurate resolution of customer issues, inquiries, and requests in alignment with inter-departmental service level agreements.

Escalation Management:

• Handle escalated customer issues and concerns, demonstrating a strong problem-solving mindset and empathy.
• Work with relevant teams to find swift resolutions to complex customer situations.

Data Analysis and Reporting:

• Analyze customer service metrics and trends data to identify areas for improvement.
• Provide regular reports and insights to leadership on customer experience and key performance indicators.

Quality Assurance:

• Monitor customer interactions to ensure adherence to quality and service standards.
• Provide training and guidance to associates to maintain consistent service quality.

Team Leadership and Management:

• Lead, mentor, and motivate a team of customer service associates, fostering a positive and collaborative work environment.
• Set clear expectations, provide ongoing coaching and feedback, and conduct performance evaluations.

Key Performance Indicators

• Achievement of Company Sales, EBITDA, GP, PAT targets
• Achievement of the Marketing Department’s budget/targets/objectives
• Achievement of Individual Personal Development Plans

Requirements

• Proven years of experience in customer service management or related roles, preferably in an e-commerce or technology-driven environment.
• Strong leadership skills with a track record of effectively managing and developing teams.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Analytical mindset with the ability to use data-driven insights for decision-making.
• Familiarity with customer service technologies and tools.
• Ability to adapt to fast-paced and rapidly changing environments.
• Passion for delivering exceptional customer experiences and a customer-centric approach.
• A good first degree in Marketing, Business and related field
• Possession of a Post graduate degree in Marketing/Business Administration or related degree is an added advantage
• Membership of the NIMC, APCN, AAN, or any other related professional qualification is required.
• Google Analytics IQ certification
• Minimum of 8 years of experience or at least 8 years of experience in marketing, digital marketing, or social media marketing with preferred knowledge in food service industry and QSR/fast casual dining.

Decision Expectations

• Acts on defined procedures and decisions
• Enforces agreed decisions
• Plans own work schedule and work schedule of subordinates
• Recommends operational, strategic and financial decisions