Customer Experience Manager at CleanAce Academy

Overview

This position offers a great opportunity for career growth. The ideal candidate will be responsible for leading the entire customer experience strategy on behalf of the organization.

Key Responsibilities

• Develop and implement new strategies for driving customer value and ensuring optimal customer experience through conducting studies and research
• Ensure that each touchpoint across the customer journey is engaging, efficient, and effective
• Develop feedback points in the customer journey, define segmentation of the customer base, and identify opportunities for continuous improvement
• Establish communication channels through which customers can readily contact the company and vice versa
• Conduct surveys and gather information on customer opinions of rendered services to drive customer retention, reduce churn, and increase customer satisfaction
• Continually review and evolve the processes used to track, oversee, and organize every interaction between the customer and the company throughout the customer lifecycle
• Supervise the activities of the digital and customer service teams to ensure their interactions with customers reflect positively on the company
• Monitor the activities of the customer service team to ensure compliance with acceptable standards

Location

Lagos, Nigeria