Customer Experience Manager – Douala
ACCESS BANK CAMEROON PLC
Douala, Littoral, Cameroon
·12 Jun. 2023
·Unspecified
·Trade - Sale - Distribution
·Sales manager
- To drive the overall customer experience strategy for Access Bank Cameroon as well as the business verticals to create and deliver a seamless customer experience.
- Take full ownership and responsibility for defining and driving the delivery of the customer experience across all touchpoints while ensuring the service culture is embedded in the business to drive excellence in both the development and delivery of customer journeys.
SPECIFIC DUTIES & RESPONSIBILITIES
- Communicate the overarching customer-centric strategy to the business verticals.
- Ensure Core-CX governing practices are communicated to all and buy-in is obtained.
- Drive synergies for Contact Centre, VOC, and Complaints Management solution.
- Ensure appropriate CX recovery is put in place while driving the ownership in the front-line staff in terms of Customer Satisfaction.
- Provide full Customer Journeys and micro-journeys catalogue.
- Provide Insights to the business verticals to compel systematic actions in CX improvement and product offerings adaptation/creation.
- Identify the group business units’ critical customer journeys and drive customer segmentation to deliver personalized service based on convenience and preferred communication platform.
- Facilitate the development of the customer communication plan on all critical touch points to increase transparency and reduce unnecessary friction due to lack of information.
- Ensure 360° feedback loop is performed with real-time tracking and solving.
- Support all units within the group – PR, Events, CSR, Brand Management and Advertising to identify their research needs for effective communications.
- Champion online customer engagement and feedback.
- Monitor trends in the industry to inform ongoing customer experience decisions and ensure best practice transfer.
- Influence the people management across the business to ensure CX is central to the team performance.
- A good first degree in any of the relevant Management Sciences.
- Postgraduate qualification will be an added advantage.
- A certification in Customer Experience from an internationally renowned institution.
- A certification in digital communication will be a plus.
- Customer Experience
- Customer Services
- Financial Institutions Law/Regulations
- Minimum of 5 years as a supervisor managing customer experience in a Bank, Telco or financial institution.
- Minimum of 8 years of work experience.
- Experience in a multinational will be an added advantage.
» Years of work experience: Between 5 years and 8 years
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