Optiven Limited is a real estate company. We are founded to provide value added plots for sale and offer real estate solution to the African community. As market leaders in this industry, we sell clean land with valid title deeds. With an extensive working experience, we ensure that we deliver.

Job Purpose Statement

To manage overall end-to-end customer experience within the Group through all channels and touchpoints using well-defined standards and processes. The role oversees and leads the improvement of all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle with a focus on creating positive customer Impact and hence a positive impact on the company’s bottom line.

• Developing and implementing customer experience strategies and initiatives
• Analyzing customer feedback and data to identify improvement opportunities
• Ensuring consistent and positive customer interactions across all touchpoints
• Collaborating with cross-functional teams to enhance customer satisfaction
• Monitoring customer metrics and reporting on CX performance.

Key Responsibilities

• Customer Experience Standards: Define, implement, and review Optiven Group’s customer experience standards and guidelines and align them to overall corporate strategic goals
• Continuous improvement: Develop and implement strategies to improve customer interactions across multiple touchpoints and channels for all Optiven SBU’s
• Voice of the Customer: Collect, collate & analyze customer feedback and data to provide insights into the customers’ needs, identify customer pain points and different ways to improve the customer journey and create a positive experience
• Stakeholder Management: Collaborate with cross-functional teams, to align customer experience efforts with business goals and objectives.
• Training: Develop training programs to educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the group
• Service Excellence Management: Monitor and measure key performance indicators (KPIs) related to customer experience & create strategic alignment for Customer Experience KPIs
• Business Process Management: Establish and manage key customer experience processes, carry out process improvement and change management.
• People Management: Manage the team allocated to ensure team cohesion and productivity

Key Accountabilities

• Custodian of Customer Experience Standards
• Customer Feedback management and reporting
• Customer Experience metric planning, measurement & reporting
• Business process implementation as per SLA
• Voice of the Customer measurement

Main Activities

Customer Experience Standards:

• Define Optiven Group’s customer experience standards that are aligned to the Corporate values
• Define the standards implementation guidelines & articulate the same across the group.
• Articulate &Implement the customer experience standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
• Review the standards and guidelines in line with changing regulations and market dynamics

Service Excellence Management

• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
• Work with Stakeholders within the organization to drive internal customer satisfaction aimed at driving the ultimate experience for Optiven’s customer
• Create strategic alignment for Customer Experience KPIs and ownership throughout the organization

Voice of the Customer:

• Collect customer feedback and data form all channels, via surveys and other feedback channels
• Collate & analyze to provide insights into the customers need and identify customer pain points and different ways to improve the customer journey
• Drive processes to identify and correct gaps in the customer experience based upon direct and indirect customer feedback
• Communicate the findings to stakeholders and design interventions to create a positive experience
• Monitor and report on implementation of these initiatives

Business Process Management

• Establish and manage key customer experience processes, including but not limited to customer contact facilities, customer interaction model, , complaint management, voice of customer, customer retention management, performance metrics, process improvement and change management.
• Ensure all processes are at all times compliant to regulatory and risk-related requirements.

Continuous improvement

• In connection with the business leadership, develop initiatives to improve customer interactions across multiple touchpoints and channels for all Optiven SBU’s
• Follow up for implementation of these initiatives
• Report on progress and analyze impact
• Review and improve on initiatives

Stakeholder Management:

• Collaborate with cross-functional teams, such as conversion, global markets, marketing, projects, registry, hospitality, construction, Optiven water and the telemarketing team, to align customer experience efforts with business goals and objectives.

Training:

• Develop training programs to educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the group
• Deliver programs alongside service providers
• Monitor effectiveness of the training alongside HR

People Management

• Be involved in the recruitment, training and coaching of the customer service team
• Carry out performance and disciplinary management as per HR processes
• Build and motivate the team for optimal performance

Key Focus Areas

Supervisory Responsibility/ Work Relationships

• Employee satisfaction
• Employee retention
• Competence development

Processes 

• Customer Experience
• Communication
• Risk Management
• Budgeting and Cost Management

Decision Making & Communication

• Appropriateness of the unit structure
• Customer Experience improvement initiatives
• Customer Experience Metrics Measures
• Delegated authority to resolve customer experience related issues
• Work Schedules

Revenue generation and cost management responsibility

• Customer attrition
• Indirect impact on Income (revenue) targets
• Expense management

Competency Requirements

• Ability to inspire people to meet and exceed customer expectations
• Excellent Written and Communication Skills
• Leadership to nurture and manage changes
• Interpersonal skills to create and maintain relevant business networks and to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture
• Performance Management to optimize own and team’s productivity
• Knowledge and experience of business process review to provide guidance on strategic / continuous improvement within the Group
• Technical skills to effectively perform and/or guide the performance of Business and Operations teams’ activities/tasks in a manner that consistently achieves high quality standards and benchmarks

Qualification And Experience Requirements

• University degree or equivalent preferably in communication, marketing, PR, or business. An MBA will be an added advantage
• Minimum of 5 years’ experience in Customer Experience or Business operations, 2 of which should have been in a supervisory capacity.
• Customer Experience or a Service Excellence certification will be an added advantage
• Experience leading change and inspiring teams with an exciting future vision