Job Vacancies at Avetium Consult Limited

Job Summary:

• The Job holder would be responsible for enhancing the overall satisfaction and engagement of students, parents, and other stakeholders.
• This position is responsible for creating and maintaining a positive and seamless customer experience throughout the student lifecycle, from prospective students first inquiries to alumni engagement.
• The Customer Experience Manager will collaborate with various departments to ensure that all interactions with the university are consistently exceptional.

Key Responsibilities:

• Develop and implement strategies to engage prospective and current students, parents, alumni, and other stakeholders.
• Establish and maintain strong relationships with these groups to gather feedback and understand their needs and concerns.
• Analyse and streamline enrolment and student services processes to enhance efficiency and effectiveness.
• Identify pain points in the student journey and work with relevant departments to resolve them.
• Create and oversee communication plans that provide clear and consistent information to students and parents at all stages of their journey.
• Ensure that communication channels are open, responsive, and user-friendly.
• Develop training programs for university staff involved in student interactions to ensure they provide a consistent and high-quality experience.
• Collaborate with other departments to promote a culture of customer-centricity.
• Utilize data analytics to measure and assess the effectiveness of customer experience initiatives.
• Make data-driven recommendations for improvements.
• Implement a feedback system for stakeholders to express their opinions and concerns.
• Use feedback to drive improvements and address issues promptly.
• Organize events and activities that enhance the universitys relationship with students and alumni.
• Coordinate campus visits, orientation programs, and alumni reunions.
• Manage the budget allocated for customer experience initiatives, ensuring resources are allocated effectively.
• Identify and implement technology solutions that enhance the overall customer experience, such as CRM systems, chatbots, or mobile apps.
• Prepare regular reports on customer satisfaction and engagement metrics for university leadership.

Requirements

• Bachelors degree in a relevant field (Masters degree will be an added advantage).
• Proven experience in customer experience management, preferably in a higher education setting.
• Strong communication and interpersonal skills.
• Analytical mindset with proficiency in data analysis tools.
• Project management skills.
• Ability to collaborate with diverse teams and stakeholders.
• Knowledge of enrolment and student services processes in a university setting will be an added advantage.

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About the job

• Provide analytical and administrative services onsite
• Assist in providing reliable and efficient administrative support servicesmonitoring appropriate utilization of office supplies
• Raise all requisitions for the department administration support for reception management
• Ensure security of records (files, etc.) and archival systems
• Custodian of channel databases within the region – conduct regular updates and ensure usability. organizing staff travel and accommodation
• Assist in preparing required reports in support of business operations and management decisions.
• Attend and actively participate in divisional meetings.
• Collect, analyze and interpret a wide variety of unit’s data and develop weekly /monthly reports in preparation for business review meetings.
• Engage the regions/partners to follow up on implementation of channel Initiatives.
• Provide adequate support for partners and provide up-to-date report
• Provide and maintain a strong and reliable database to facilitate tracking and improvement of channel services and providing information enabling channel business decisions to be made.
• Prepare monthly, quarterly and year to date (YTD) measurement reports.
• Perform other duties as may be assigned by the assigned manager or by the Manager, HR Business Partnering on special cases.

Requirements

• Bachelors degree in Finance, Business Administration, or related field.
• A master’s degree will be an added advantage.
• 4+ years cognate experience working as an Analyst in the financial or fin-tech industry.