Customer Experience Manager
7 days ago
This is a unique opportunity to join SG Fleet as a Customer Experience Manager, where you will be responsible for overseeing the Voice of Customer (VoC) program to enhance customer experience and satisfaction. You will collect and analyze customer feedback, manage the complaints function, and drive a culture of customer excellence within the organization.
Key Responsibilities- Manage the VoC function, including the day-to-day management of the team, and ensure customer feedback is captured adequately.
- Provide excellent leadership and people management to the VoC team, with a focus on driving performance and collaboration, as well as team members' growth and development.
- Draw insights from comments, complaints, and feedback from various sources to understand customer wants and needs, and generate reports for business stakeholders detailing insights on customer experience, trends, and issues.
- Establish robust mechanisms to gain customer feedback on interactions with our transactional touchpoints and customer service centers.
- Look for opportunities to improve the customer experience by identifying and reporting on pain points and moments that matter across customer journeys.
- Monitor the management of the complaints handling process to ensure best practice is adhered to, and maintain the internal complaint handling policy and its procedures.
- Previous team leadership and mentoring experience, including setting team goals, driving performance, and coaching to exceed KPIs.
- Ability to manage competing expectations and priorities in a harmonious manner while ensuring business strategic initiatives are met.
- Experience in setting up and running a voice of customer function or equivalent across multiple business units.
- Proven experience in advanced customer data analysis to identify trends and generate insightful reporting.
- Knowledge of Surveys, EDM, and data analysis tools, including PowerBI.
- Effective management and engagement of key stakeholders at all levels, including executive team level.
- Proven experience building strong customer relationships and efficiently communicating internal and external voices.
- Exceptional influencing skills to inspire teams to deliver at their best.
- Exceptional communication skills and the ability to communicate appropriately at all levels of the organization.
- Strong situational analysis and decision-making abilities.
- Self-starting with excellent personal time management and prioritization skills.
- Tertiary qualification in Business, Technology, Information Systems, CX/UX design, or a related discipline.
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