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| Position: |
CUSTOMER EXPERIENCE MANAGER (FOR A LARGE DENTAL CLINIC) |
| Employer: |
A LEADING DENTAL SERVICE CLINIC |
| Ref No: |
SGK-CEM-04-2024 |
| Industry: |
MEDICAL SERVICE |
| Job Category: |
MIDDLE MANAGEMENT |
| Town: |
NAIROBI |
| Country: |
KENYA |
| Date Posted: |
19/04/24 |
| Deadline: |
03/05/24 |
| Requirements: |
BACHELOR'S DEGREE IN BUSINESS, MARKETING, OR RELATED FIELD.
STRONG LEADERSHIP SKILLS WITH THE ABILITY TO INSPIRE AND MOTIVATE TEAMS TO ACHIEVE GOALS AND OBJECTIVES.
EXCELLENT ANALYTICAL SKILLS WITH THE ABILITY TO INTERPRET DATA AND INSIGHTS TO INFORM DECISION-MAKING AND STRATEGY DEVELOPMENT.
EXCEPTIONAL COMMUNICATION AND INTERPERSONAL SKILLS, WITH THE ABILITY TO BUILD RELATIONSHIPS AND INFLUENCE STAKEHOLDERS AT ALL LEVELS OF THE ORGANIZATION.
STRATEGIC THINKER WITH THE ABILITY TO DEVELOP AND EXECUTE LONG-TERM PLANS WHILE ALSO MANAGING DAY-TO-DAY OPERATIONS EFFECTIVELY.
EXPERIENCE WORKING IN SERVICE INDUSTRY IS A PLUS.
|
| Experience: |
4 - 5 YEARS OF EXPERIENCE IN CUSTOMER EXPERIENCE MANAGEMENT OR RELATED ROLES, WITH A PROVEN TRACK RECORD OF SUCCESS IN DRIVING CUSTOMER SATISFACTION AND LOYALTY. SERVICE INDUSTRY EXPERIENCE IS AN ADDED ADVANTAGE. |
| Salary: |
KSHS. 120,000 - 150,000 PLUS COMPANY BENEFITS |
| Additional Attributes: |
CUSTOMER EXPERIENCE MANAGER MAIN ROLE IS TO DEVELOP AND IMPLEMENT STRATEGIES THAT ENHANCE CUSTOMER SATISFACTION, LOYALTY, AND RETENTION ACROSS THE ORGANIZATION CONTRIBUTING TO THE GROWTH AND PROFITABILITY OF THE COMPANY. LEAD A TEAM DEDICATED TO DELIVERING OUTSTANDING CUSTOMER SERVICE AND DRIVING CONTINUOUS IMPROVEMENT IN THE CUSTOMER EXPERIENCE JOURNEY BY PERFORMING THE FOLLOWING DUTIES:-
IDENTIFY AND COMMUNICATE REGARDING THE COMPANY’S CUSTOMER SEGMENTS, ENSURING THAT THERE IS A FIT-FOR-PURPOSE VALUE PROPOSITION FOR EACH.
DEVELOP STRATEGIC CUSTOMER EXPERIENCE INITIATIVES THAT CONTRIBUTE TO THE OVERALL COMPANY STRATEGIC PLANS.
FACILITATE THE INTERNALISATION OF THE EXCELLENT CUSTOMER EXPERIENCE OFFERING THROUGHOUT THE ORGANISATION.
DRIVE THE INTERNALIZATION OF THE COMPANY’S VISION, MISSION AND VALUES IN THE COMPANY, ENSURING UNDERSTANDING AND TOTAL BUY IN, WHILE EMPHASIZING THEIR OVERALL EFFECT ON THE CUSTOMER EXPERIENCE.
IDENTIFY CUSTOMER HIGH TOUCH POINTS THROUGHOUT THE ORGANIZATION’S PROCESSES AND INTERACTIONS, ENSURING THE APPROPRIATE MEASURES ARE PUT IN PLACE TO ENSURE CUSTOMER SATISFACTION.
PROACTIVELY DEVELOP, MAINTAIN AND MANAGE THE RELATIONSHIPS WITH THE COMPANY CUSTOMERS, ENSURING THE ESTABLISHMENT AND MAINTENANCE OF LONG TERM AND MUTUALLY PRODUCTIVE RELATIONSHIPS.
DEVELOP AND MANAGE THE CUSTOMER EXPERIENCE BUDGET, ENSURING OPTIMAL ALLOCATION OF RESOURCES TO ACHIEVE DESIRED OUTCOMES.
MONITOR AND REPORT ON BUDGET PERFORMANCE, MAKING ADJUSTMENTS AS NECESSARY TO ENSURE COST-EFFECTIVENESS.
DEVELOP AND IMPLEMENT CUSTOMER ENGAGEMENT PROGRAMS AND INITIATIVES TO BUILD STRONG RELATIONSHIPS AND FOSTER CUSTOMER LOYALTY.
MONITOR CUSTOMER SATISFACTION METRICS AND DEVELOP RETENTION STRATEGIES TO INCREASE CUSTOMER LIFETIME VALUE.
TAKE OWNERSHIP OF CUSTOMER ISSUES, APPROPRIATELY AND EFFICIENTLY ADDRESSING ANY QUERIES THAT CUSTOMERS MAY RAISE THROUGHOUT THEIR INTERACTIONS WITH THE COMPANY.
RECEIVE AND PROACTIVELY ADDRESS ANY COMPLAINTS RAISED BY CUSTOMERS, ENSURING FOLLOW THROUGH TO RESOLUTION.
KEEP TRACK OF CONSISTENT AND/OR EMERGING CUSTOMER COMPLAINTS, TAKING CORRECTIVE AND/OR REMEDIAL MEASURES WHERE POSSIBLE, AND ADVISING MANAGEMENT AS NEEDED.
PROACTIVELY ENGAGE WITH CUSTOMERS TO IDENTIFY THEIR NEEDS AND ADVISE THEM ACCORDINGLY.
DEVELOP STANDARD OPERATING PROCEDURES PERTAINING TO THE CUSTOMER EXPERIENCE TO ENHANCE THE SKILLS AND COMPETENCIES OF THE DEPARTMENT TEAM MEMBERS WHILE ALSO SETTING A STANDARD FOR THE COMPANYS CUSTOMER EXPERIENCE OFFERING.
PROACTIVELY ANALYSE CUSTOMER DATA AND INFORMATION TO INFORM ON DECISION MAKING, CAREFULLY KEEPING TRACK OF TRENDS AND EMERGING ISSUES.
KEEP ABREAST WITH EMERGING TRENDS AND ISSUES IN THE DENTISTRY INDUSTRY, ADVISING ON COURSES OF ACTION TO ATTRACT, RETAIN AND EXPAND THE COMPANY CUSTOMER BASE AND CONTINUOUSLY IMPROVE ON THE OVERALL CUSTOMER EXPERIENCE.
CONDUCT MARKET RESEARCH TO DO COMPETITOR ANALYSIS, USING THE INFORMATION TO MAKE RECOMMENDATIONS.
CONTINUOUSLY ENGAGE WITH OTHER DEPARTMENTS, ENSURING UNDERSTANDING OF THEIR CONTRIBUTION TO AN EXCELLENT CUSTOMER EXPERIENCE AND KEEPING THEM ABREAST OF DEVELOPMENTS AND INITIATIVES IN PROGRESS.
DEVELOP AND IMPLEMENT PERTINENT TRAINING INITIATIVES TO ENSURE THAT AN EXCELLENT CUSTOMER EXPERIENCE BECOMES THE NORM IN THE ORGANIZATION.
COLLABORATE WITH OTHER DEPARTMENTS, INCLUDING MARKETING, SALES AND OPERATIONS, TO ENSURE A COHESIVE AND INTEGRATED CUSTOMER EXPERIENCE.
WORK CLOSELY WITH THE IT DEPARTMENT TO LEVERAGE TECHNOLOGY AND DIGITAL TOOLS TO ENHANCE THE CUSTOMER JOURNEY.
LEAD AND MENTOR THE CUSTOMER EXPERIENCE TEAM, FOSTERING A CULTURE OF EXCELLENCE, COLLABORATION, AND CONTINUOUS IMPROVEMENT.
SET CLEAR PERFORMANCE EXPECTATIONS AND KPIS FOR THE TEAM TO ACHIEVE ORGANIZATIONAL GOALS.
MONITOR AND EVALUATE DEPARTMENTAL AND INDIVIDUAL PERFORMANCE, TAKING REMEDIAL AND CORRECTIVE MEASURES AS NEEDED.
CONDUCT REGULAR TRAINING AND DEVELOPMENT PROGRAMS TO ENHANCE THE SKILLS AND KNOWLEDGE OF THE TEAM.
PREPARE COMPREHENSIVE AND PERTINENT CUSTOMER RELATED REPORTS THAT INFORM DECISION MAKING.
FILL IN FOR THE PRACTICE MANAGER AS NEEDED.
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