Job Purpose:

To position customer experience as a key lever to drive customer acquisition, retention, and brand evangelism, embedding customer centricity.

Job Summary:

The Regional Customer Experience Manager develops new strategies, methods, standards, tools, and techniques to deliver excellent customer experiences. The job holder is responsible for initiating programs that drive customer obsession to maximize value to the customer and promote customer delight and loyalty through the use and full adoption of Smart solutions.

Key Responsibilities and Accountabilities

• Customer Experience Strategy: Develop and execute a comprehensive customer experience strategy aligned with company goals and customer needs and implement best practices for issue resolution.
• Policy Development: Develop, regularly review, and implement customer experience and engagement policies. Ensure CX staff comply with Smart policies, procedures, SLAs and handle complaints through appropriate CRMs while adhering to contractual and SLA guidelines.
• Standards and Obsession: Lead the development of customer service and experience standards, aiming for legendary customer obsession.
• Training and Development: Assess training needs and create ongoing training programs covering technical, product, sales and, service training and overall customer experience training across the group.
• Customer Engagement: Establish KPIs to measure customer success and service excellence, regularly monitoring and taking action based on metrics to drive customer engagement across various touch points, including contact centers, social media, and countries, while advising leadership on improvements.
• Compliance Checks and Resolution: Conduct regional and work stream service compliance checks. Review those compliance reports, engage with staff and leadership on unresolved issues, and work towards their resolution.
• Satisfaction Surveys: Spearhead annual customer satisfaction surveys (CSAT, CES, NPS) and support regular measuring of customer experience on Smart solutions and features.
• Gather customer feedback through Voice of Customer (VOC) and Root Cause Analyses to drive process improvements.
• Journey Mapping: Lead the development of customer journey maps for various solutions, features, and processes and deliver a seamless customer experience across all touch points in the Smart customer journey.
• Performance Management: Implement robust performance management and tracking, including quality assurance policies and procedures.
• Team Leadership and Development: Lead and inspire a team of customer experience champions, providing mentoring and coaching, training, and guidance for consistently excellent service. Develop a high-performing team through formal performance development and knowledge sharing.
• Customer Advocacy: Serve as an internal customer advocate, ensuring their feedback informs product, marketing, and operations.
• Issue Resolution Oversight: Oversee the handling of customer inquiries, complaints, and escalations, ensuring timely and effective resolution, including high-priority cases.
• Collaboration: Collaborate with other teams (Product and Operations) to address customer feedback and contribute to product and service improvements, fostering cross-functional collaboration.
• Cultural Change: Champion cultural change focused on aligning the company around the customer, improving employee and customer satisfaction, and continuously building knowledge of leading customer experience practices to establish the organization as a leader in creating consistent customer experiences.
• Feedback and Reporting: Provide formal feedback on customer experience to all departments and countries, including performance metrics of departments and individuals, and deliver monthly strategic reports on customer experience, including relevant events and customer health.

Requirements

Qualifications

• Bachelor’s degree in business or IT preferred with 8 years’ professional experience
• Customer Journey Mapping Certification
• Customer Experience Certification
• Added advantage of Certified Customer Experience Professional (CCXP)

Knowledge, Skills, Abilities and Behaviors

• Team and relationship building.
• Strategic Leadership skills.
• Problem-solving skills.
• Ability to think strategically.
• Communication skills.
• Negotiation skills
• Coaching and mentorship
• Collaboration and Project Management
• Data management and analytics
• People Management skills