The customer experience manager will oversee and improve all aspects of the customer journey, ensuring satisfaction, retention, and loyalty throughout the customer lifecycle

Responsibilities

• Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
• Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
• Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
• Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders

Requirements

Qualifications

• A minimum of a Bachelor’s degree in business administration, marketing, business management, communications, or a related field is beneficial but not required (a Master’s degree is preferred)
• Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning
• 3 years of experience in customer service, customer experience management, or a related field
• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
• Excellent interpersonal communication skills to be able to handle and respond to inquiries and guide the students on the documentation and the relevant admission procedures.
• Data-driven with a persistent desire to analyze and improve performance.
• Flexibility to work in a changing schedule as per the requirement.
• Ability to work in a fast-paced, startup environment.
• Drive to excel and achieve Moringa School’s objectives.
• And much more! We expect you to be open, flexible, and proactive as new initiatives come up from time to time.

Skills and Knowledge

• Excellent communication skills – you have strong verbal and written interpersonal and communication skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback
• Analytical skills – part of the daily role includes analyzing customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance the customer journey
• Customer service skills – you are experienced in placing the customer at the center of decision-making and continuously strive to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy
• Problem-solving skills – you can identify and address customer issues, resolve conflicts, and find creative solutions to pain points
• Leadership abilities – leadership qualities are essential to lead the customer experience team, driving consumer-centric initiatives, and influencing positive change within the organization
• Adaptability – you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics

Key Competencies

• People skills
• Persuasive
• Negotiation skills
• Conflict resolution skills
• Flexibility and adaptability