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