Customer Care Manager
About the Job
| Key Accountabilities |
| Strategy Formulation & ExecutionImplement Customer Care Strategy.Embed a customer-centered cultureEnsure consistent customer experience across touchpoints channel – digital, direct, and via social media channels,Implement a Customer Lifecycle roadmap to ensure that the maximum value is derived from customersOperational DeliveryDrive a ‘customer first approach’ across all touchpoints Deliver strategic/tactical roadmap of initiatives to achieve multi-channel customer experienceImplement policies, and processes to ensure we continue to invest in – and differentiate with – an extraordinary customer experience.Using customer journey mapping and methodology to identify pain points and create solutions to address theseEnsure the development of customer experience standards across all touchpoints.Drives key ‘voice of customer’ initiatives throughout the organization with the ultimate goal of enhancing customer satisfaction, increasing sales, reducing costs, and positively moving customer loyaltyAnalyses customer complaints obtained through the customer relationship management systems to ensure the identification of root causes of service issuesSuccessfully implement customer metrics/insights, KPIs, and processesDrive appropriate level of customer segmentation to deliver personalized and relevant customer touch-point experienceEnsure attainment of tactical effectiveness in touchpoints excellence & procedures Manage a framework of qualitative and quantitative measures that would allow the team to effectively monitor and evaluate customer satisfaction Effective liaison between various functions/departments within the organization to gain support and help resolve issues.Monitor, identify, and highlight any gaps observed in process or service delivery to enhance customer experience.Identify bottlenecks, find solutions, and facilitate and implement process improvements.Training (Cx & Touchpoint Capability Development)To support Cx & Care through the training of staff in specified operational training identified in line with the Customer Journey, systems, and any operational initiatives. To build the capacity of staff to deliver on the Cx journey roadmap and/or any new developments in Cx & Care.Ensure that refresher trainings are conducted to enhance the skills of staffBudget ManagementManage annual budget and forecast exercisesRigorously monitor in-country customer care performance against approved budgets and put measures in place to address variances. Continuously identify areas for improved efficiency including regular reviews of the costing models, outsourcing vendors’ costs to serve, and scrutiny of the vendor output invoices for accuracy in billing.People ManagementProvide leadership in the aspect of Performance direction, goal clarification, communication, engagement, ethics, commitment & energyTalent management, capacity, competence & skills – developmentResponsible for team strength & performance level (attraction, selection, retention & development of Customer Care Team)Ensure subordinate managers have clear, current, and measurable goals; hold direct reports accountable for their results and obstacles and deal with underperformance Ensure alignment with Team strength, performance, and energy-matched strategic requirements – underperformers identified, improved or removedDrive excellence in employee engagement and eNPS rating for the team through collaboration with management, HR, and other stakeholders to close the loop on employee engagement feedback and concerns |
About You
The incumbent is required to have the following qualifications and experience levels:
- A relevant Degree from a recognized university coupled with relevant experience
- A minimum of 8 years in a commerce, business administration, or sales and marketing leadership role
- A minimum of 5 years of Customer experience,
- Detailed commercial and financial acumen balanced with creative flair
TECHNICAL COMPETENCIES
The incumbent is required to have the following technical competencies:
- Customer Centricity
- Developing value propositions
- Brand Management
- Reporting and Research
- Project Management
- Financial Management/Budgeting
- Marketing Management
- Regulatory and Legal Compliance
- Media Management
- Vendor Management
BEHAVIORAL COMPETENCIES
- Relationship Management
- Conflict Resolution
- Decision making
- Critical appraisal
- Holistic thinking
- Persuading & Influencing
- Coaching
Required Skills
- Analytical skills
- Communication
Desired Skills
- CMS Tools
How To Apply
Interested candidates are invited to send their CVs through the Ethiojobs website.
Only shortlisted candidates will be contacted.
