Customer Experience Manager at Landmark Africa Group

Role Overview:

• We are seeking a dynamic and experienced Customer Experience Manager to join our team.
• As the Customer Experience Manager, you will be responsible for ensuring that every interaction our customers have with our brand is exceptional.
• You will lead initiatives to enhance customer satisfaction, loyalty, and retention across all touchpoints,l of our ecosystem.

Key Responsibilities:

• Develop and implement a comprehensive customer experience strategy aligned with company objectives.
• Oversee the design and delivery of seamless customer journeys across all channels, including online platforms, physical locations, and events.
• Establish and maintain standards for service excellence, ensuring that all customer interactions reflect our brand values.
• Analyze customer feedback and data to identify trends, pain points, and opportunities for improvement.
• Collaborate with cross-functional teams to address customer issues and drive continuous improvement in products, services, and processes.
• Lead the training and development of frontline staff to deliver exceptional service and resolve customer inquiries effectively.
• Champion a customer-centric culture throughout the organization, fostering a mindset of empathy, accountability, and continuous learning.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field; MBA preferred.
• Proven track record of at least 5 years in a customer experience or related role, preferably within the real estate or property development industry.
• Strong understanding of customer behavior, market trends, and best practices in customer experience management.
• Excellent communication, interpersonal, and leadership skills.
• Analytical mindset with the ability to translate data into actionable insights.
• Demonstrated ability to influence and collaborate with stakeholders at all levels of the organization.