Client Experience Manager

CLIENT EXPERIENCE MANAGER

Employment Requirements

• Bachelor’s Degree in Business Administration, Marketing, Mass Communication or any related discipline. • Minimum of seven (7) years’ experience in

Customer Experience, Customer Service or Hospitality

Management.

2 WHITEROSE-CUSTOMER EXPERIENCE DPT.

• Minimum of three (3) years in a managerial role. • Excellent leadership and people management skills. • Strong communication and negotiation skills. • Experience using CRM software. • Excellent analytical and reporting skills. • Ability to resolve customer disputes professionally. • Strong understanding of customer journey

management. • Professional certifications are an added advantage. Benefits

• Quarterly Leadership Incentive

• Annual Performance Bonus

• Official Laptop

• Telephone Allowance

• Monthly Data Allowance

• Official Business Cards

• HMO

• Group Life Insurance

• Pension Contribution

• Annual Leave with Pay

• Professional Training Sponsorship

Key Performance Indicators (KPIs) • Customer Satisfaction Score (CSAT) – Minimum

90%

• Net Promoter Score (NPS) • Customer Retention Rate

• Complaint Resolution Rate

• Average Complaint Resolution Time

• Customer Experience Improvement Initiatives

• Departmental KPI Achievement • CRM Utilization Rate

• Monthly Management Reports

• Staff Productivity and Engagement