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Job Description
Do you thrive in a fast-paced environment and enjoy collaborating with cross-functional teams? If so, then the Customer Experience Executive is the perfect opportunity for you!
Responsibilities
Develop and implement customer experience strategies:
- Lead the development and execution of a comprehensive customer experience strategy aligned with business goals.
- Identify and analyze customer needs, pain points, and expectations through various research methods.
- Design and implement initiatives to improve customer satisfaction, loyalty, and advocacy.
- Collaborate with cross-functional teams (product, marketing, sales, customer service) to ensure seamless customer journeys.
Manage customer feedback and analytics:
- Oversee the collection and analysis of customer feedback from various channels (surveys, reviews, social media).
- Translate customer insights into actionable recommendations for process improvement and product development.
- Develop and implement metrics to track and measure the success of customer experience initiatives.
Champion customer advocacy:
- Foster a customer-centric culture within the organization by promoting customer-centric practices and initiatives.
- Develop and implement programs to build stronger relationships with key customers and drive positive word-of-mouth.
- Identify and address customer concerns promptly and effectively to ensure resolution and satisfaction.
Stay ahead of the curve:
- Research and stay updated on emerging customer experience trends and best practices.
- Identify and recommend new technologies and tools to enhance the customer experience.
- Actively participate in industry events and conferences to expand knowledge and network with peers.
Qualification
- Bachelor’s Degree in Business Administration, Marketing, Communication, or a related field.
- Minimum 3-5 years of experience in customer experience, customer service, or a related field.
- Proven track record of developing and implementing successful CX strategies.
- Strong analytical and data visualization skills.
- Passion for customer success and a deep understanding of customer journey mapping.
- A good understanding of customer needs and a passion for delivering exceptional service are essential.
- The ability to analyze data, identify trends, and draw insights is crucial for measuring and improving customer experience.
- Excellent written and verbal communication skills are required to effectively communicate with customers, stakeholders, and internal teams.
- Ability to identify and solve customer problems in a creative and efficient way.
Location: Lagos, Nigeria.
Apply: CUSTOMER EXPERIENCE EXECUTIVE
