Job Purpose
Responsible for the customer interaction strategy and roadmap, driving performance through the business to achieve a cohesive and optimal experience for all customer segments
Key accountabilities & Tasks
• Lead and manage the Customer Relation teams, working with them to support and improve our customer journey as well as transforming our products and services through the use of new technology.
• Define and drive implementation of a holistic strategy to improve and enhance customer interactions.
• Identify and implement new opportunities throughout the customer journey to deliver high performing and agile customer interactions.
• Understand the key interactions in the customer lifecycle and drive relevant changes through the use of CRM strategies
• Analyse and improve customer experience and repeat-custom behaviours across key segments.
• Collaborate with other business areas, acting as the voice of the customer.
• Develop a delivery plan to enhance the company's reach and reputation.
• Build high quality rapport and cooperative personal relationships with customers ensuring excellent levels of satisfaction are achieved.
• Establish clear performance management objectives and KPI's for each operation and employee and design an effective reporting mechanism to share achievements and expectations.
• Implement effective Quality Assurance programmes to monitor, evaluate and enhance DCM's CS procedures and protocols in line with corporate audit requirements.
• Develop, coach and provide training/continuous professional development opportunities for direct reports and in turn ensure all managers are Implementing the same.
• Anticipate customer demands/volumes in coordination with the dynamic of the business and recommend the appropriate "changes to the facilities and CS operations to ensure the agreed levels of CS are achieved.
• Manage customer complaints, Including root cause Investigation, effective resolution and recommendations for future Improvements.
• Develop and Implement customer survey feedback questions/system and make recommended.
• Ensure compliance with regulatory requirements impacting customer care function.
Qualification, skills, experience:
• Master’s degree in business administration or similar business discipline.
• Minimum of 8 years’ experience in similar field. • Effective interpersonal and communication skills.
• Passion for remaining up to date with digital and technology trends.
• Detail oriented with excellent communication skills. • Remain flexible to changing priorities and open to new ideas.
• Customer focused.
• Time management, priority and organization skills.
• Proficiency of MS Office and Oracle System.
• Ability to coach, mentor and manage other senior professionals and manage the knowledge base of the functional area.
• Problem solving skills.
• Accuracy and attention to details.
• Creativity and innovative skills.