Job - CUSTOMER EXPERIENCE MANAGER
7,000,000 TZS ~$3,046 USD CUSTOMER EXPERIENCE MANAGER
Telecommunications, Dar es Salaam, Tanzania

An amazing opportunity for one uniquely talented and experienced individual to be an intergral part of the management team at our client's offices. Do you have what it takes to be a Customer Experience manager in the Tellecommunications Industry? The job - holder's main purpose is to speak with the voice of the customer across the organization.

Position Published
14 May 2019
Position Updated
15 May 2019
Applications Received
173 Applications
Talent Search
Completed
Shortlist Completed
2 Shortlisted
Interviews In Progress
1 Interviewed
Job Offer Pending
85% Complete
85%
14 May
23558
Applications Received
Search Completed
Shortlist Completed
Interviews In Progress
Job Offer Pending
173 Applications
2 Candidates Shortlisted
1 Candidates Interviewed
85% Complete
Job Specification
Reporting Structure
Reporting To
CEO
Supervision Of
Customer Experience Officer
Interacts With
Entire Customer Service and Sales Departments
Job Description
Builds and Maintains a VOC (Voice of the Customer) capability, through feedback from Customers and Employees.
Builds and Maintains a view of the Customer Lifecycle and Customer Journeys within the organization.
Documents and share Voice of the customer the organization.
Defines a Customer Experience Quality Framework (initially NPS and CSAT)
Collects operational metrics and define subsets of customer experience metrics (based on customer lifecycle and customer journeys)
Analyze Customer Experience Gaps
Creates customer experience journeys by channel and customer segment.
Engages customers and employees in the customer experience design
Engages and encourages Customers.
Use Customer insights to define project requirements
Proactively adjusts designs based on changing customer and business circumstances
Develops and Maintains a decision Framework for Improvement projects/initiative
Monitor progress of Improvement projects and provide customer feedback.
Facilitates coordination across the organization to ensure the implementation of the CE strategy.
Communicates the importance of Customer Experience across the company.
Collects and shares customer stories (good and bad)
Exceptional customer experience by company employees.
Candidate Specification
Experience
5 years
Education Level
Degree
Qualifications
Software
MS Office Tools
Equipment
Industry Related
Knowledge Of
Skills To
Possess strong Project Management ,organizational & administrative and Excellent communication skills both verbal & written
Ability To
Ability to prioritize, adapt and work to strict deadlines,effectively interacting with clients to identify and process their requirement
Personality
Other
Prior experience and skills in customer service or marketing, as well as communication skills.Tenacity to achieve results in a demanding environment .Strong service ethic .Enjoys fast paced changing environment
Organisation
Industry
Telecommunications
Culture
Multi Cultural
Gender Profile
Mixed
Age Profile
Between 25 and 45 years of age
Terms And Conditions
Employment
Permanent
Location
Dar es Salaam, Tanzania
Remuneration
Between 4,000,000 and 7,000,000 TZS
- in USD
Between $1,740 and $3,046 USD
Currency conversions are provided only for comparative purposes.
Remuneration will be paid in TZS.
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