A dynamic and high growth PharmTech is looking for a Head of Customer Experience to join their team of experts.They pride themselves in being Kenya’s most trusted online pharmacy with the vision to live well, stay well and get well, their mission is to ensure that each and every Kenyan can access quality, secure and affordable medicine and wellness products online.
Their Head of Customer Experience will always stand out as the voice of the customer throughout the ever-evolving customer journey. The ideal candidate would be a self-starter with an obsession for seamless customer service whilst being extremely goal-oriented, a natural leader and a high performer who craves the challenges of career growth and development.
Reporting into the Managing Director, key skills to succeed in this role would include organisation, documentation and project management. The Head of Customer Experience would be engaging, influential, motivating and would be solely responsible for leading and driving the Customer Experience Team, monitoring KPI’s, making continuous improvements to processes whilst ensuring customer retention and loyalty
RequirementsMandatory Requirements / Qualifications;
?Minimum of 1 degree and appropriate experience. MBA preferable
?A self-starter with an obsession for great customer service – goal orientated
?Excellent communication skills – both written and verbal
?A high performer who craves the challenges of career growth and development
?A natural leader with a demonstrable history of coaching and developing others
Responsibilities
?To continually assess and enhance the “customer journey” and be the voice of the customer in future developments?Deliver an outstanding customer experience to set the business apart from the competition, managing and evolving routes for customers to contact them
?Effectively manage the Customer Experience Team
?Maintain the highest service level
?Focus on first call resolution
?Quality assurance
?Manage social media responses to customer contacts
?Evolve the customer service function and knowledge base to enhance and support the customer experience
?Manage and enhance the CRM tools and capabilities
?Constant process improvement to eradicate the top drivers of customer dissatisfaction
?Constant assessment of customer interactions and analysis on reasons for contact
?Root cause analysis
?Customer journey improvements
?Customer surveys
?Call conversion on inbound support calls
?Outbound calling – develop telesales capability to turn CE from a cost centre to a profit centre
?Chronic care – reminders & refills?Loyalty program implementation
?Constantly improve customer retention and reduce churn
?Document and assist in the evolution of various customer orientated marketing tools, including website, apps,social media, etc
?Maintain and evolve all customer KPI reporting tools
?Drive rigorous quantitative and qualitative analyses of customer feedback, journeys and pain points using leading practice research and analytics methodologies
?Lead the executive level voice of the customer which includes the development and sharing of customer stories and identify opportunities and areas having the greatest impact on loyalty or growth that will provide them with a competitive advantage
?Establishing an effective regular and timely communications plan with the company and / or board. Deliver (ata minimum) a weekly report and review to the MD of key deliverables and priorities
?Develop research questions to affirm any assumptions with consumers
?To assess the principal risks of the company as regards to customer experience efforts and to ensure that these risks are being monitored and managed
?To ensure effective internal controls and management information systems are in place
?To abide by specific internally established control systems and authorities, to lead by personal example and encourage all employees to conduct their activities in accordance with all applicable laws and the company’s standards and policies, including its environmental, safety and health policies
?To ensure that the company has appropriate systems to enable it to conduct its activities both lawfully and ethically
?To ensure that the company maintains high standards of corporate citizenship and social responsibility
?Ensuring that all customer engagement efforts meet relevant regulatory standards
?To carry out other duties as may be reasonably requested from time-to-time by the company, board and / or other related parties, consistent with the skills and experience presented by the Head of Customer Experience
?Establishing an effective, regular and timely communications plan with the company and / or board
?Contributing to and following an effective communication plan with other employees and / or partners engaged by the company
?To assess the principal risks of the company as regards to marketing efforts and to ensure that these risks are being monitored and managed
?To ensure effective internal controls and management information systems are in place
?Ensuring that all financial efforts meet relevant regulatory standards
?Staff management – to ensure that any staff assigned are well managed and always within internal and external human resource guidelines and laws
?Community and public relations – to assure the company and its mission, programs, products and services are consistently presented in a strong, positive image to relevant stakeholders
Job Requirements
Required education
: Bachelor's degree
Required relevant work experience
: 5 years
Required languages:
English (Spoken: fluent | Written: fluent)
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