Fresh Vacancies at DreamWorks Integrated Systems Limited

Location: Ikeja, Lagos

Job Brief

• The Head of Customer Experience is a leadership role, required to supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers with a seamless experience across touchpoints.

Responsibilities

• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
• Enabling a two-way stream with customer-facing teams through – collecting feedback from customer-facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.
• Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys
• Encourage problem-solving, strategic thinking and customer orientation amongst the team
• Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
• Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
• Interact at the executive/senior management level, proactively advocating for solutions and managing the customer escalation process
• Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels

Requirements

• Bachelor's Degree in Mass Communication or other relevant fields.
• At least 10 - 15 years of relevant customer service experience.
• Experience in the Lifestyle and computing sector will be an added advantage.
• You must be a strong performer in high-pressure situations and be capable of diffusing situations easily and effectively.
• Excellent English communication skills, both written and verbal.
• You must excel at analyzing data and communicating complex concepts and situations in clear, simple terms.

go to method of application »

Location: Ikeja, Lagos

Job Brief

• We are looking for an IT Manager to be responsible and accountable for the smooth running of our computer systems within the limits of requirements, specifications, costs and timelines.
• You will supervise the implementation and maintenance of our company’s computing needs.
• The successful candidate will have improved skills, a proven professional experience and a detailed knowledge of the computing and lifestyle industry’s best practice processes.

Responsibilities

• Manage information technology and computer systems
• Plan, organize, control and evaluate IT and electronic data operations
• Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance
• Design, develop, implement and coordinate systems, policies and procedures
• Ensure security of data, network access and backup systems
• Act in alignment with user needs and system functionality to contribute to organizational policy
• Identify problematic areas and implement strategic solutions in time
• Audit systems and assess their outcomes
• Preserve assets, information security and control structures
• Handle annual budget and ensure cost-effectiveness

Requirements

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience
• 7-10 years proven working experience as an IT Manager or relevant experience
• Experience leading and managing large IT projects and rolling out IT infrastructures across various technologies
• Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems, and phone systems
• Strong critical thinking, decision-making skills and leadership.
• Excellent project management skills and strong ability to prioritize
• A firm grasp on IT infrastructure and operations best practices.