Customer Experience Manager (Remote) at Kyosk Digital Services Limited

Kyosk Digital Services limited is a tech-led platform that connects informal retailers who retail in kiosks and other similar retail outlets directly to fast-moving consumer goods companies (FMCGs) by communicating demand from retail outlets directly to FMCGs and their distributors and managing the delivery of the goods to the kiosks.

Our digital ordering and delivery platform - Kyosk, ensures that these retail outlets get access to stock at competitive prices and have them delivered directly to them. FMCGs find the traditional distribution chain to be inadequate as well, making it expensive for them to serve kiosk-type retail outlets, leading to high incidences of product stock-outs and lost sales opportunities. By providing FMCGs with good data visibility, we solve this major problem of theirs.

We are recruiting to fill the position below:

Job Title: Customer Experience Manager

Location: Lagos (Remote)
Job type: Full-time
Department: Operations

Role Profile

• Reporting to the Head of Operation, the incumbent of this role will be responsible for the performance and coordination of the Inbound Customer Service Agents. He/she will interface with cross-functional teams and systems to perform various functions including external team management, quality assurance, customer acquisition and retention, and overall good customer experience.
• The role holder will be responsible for designing and implementing customer retention strategies to increase loyalty and retention.
• The role will be responsible for collecting, collating, analyzing and presenting all data sets required for robust customer Retention.
• Design and implement campaign models, formats, and processes that will showcase the effectiveness of defined customer campaigns.
• Drive service improvement, customer loyalty and retention, digital channel uptake and customer utilization with the objective of reduced cost to serve and increase our customer base.

Key Responsibilities

• Strategy: Actively engage and contribute to the development and review of the client relations strategy, policy and approach within the organization. Review organization-wide customer service standards, policies, procedures and initiatives to understand, anticipate and the customers’ requirements Execute a sustainable, cost-effective, impactful approach to customer experience for the business.
• Relationship Management: Listen to, understand and respond to customers to manage their expectations, build the brand and create loyalty. Sustain rapport with customers by making periodic customer visits, exploring specific needs, and anticipating new opportunities. Create and execute initiatives to address the root cause of customer dissatisfaction. Respond positively and professionally to customers complaints, analyzes the root cause and take necessary steps to eliminate process, system and procedure failures that lead to customer dissatisfaction.
• Customer Service: Ensure quality and consistency of customer relations by handling customer complaints and queries are addressed and resolved within stipulated SLAs. Create and execute initiatives to address customer complaints and take necessary steps to correct and address the complaints. 
• Finance, Budgets and Forecasts: Forecast and achieve annual revenue and expenditure targets for the customer service team in line with the strategic plan. Develop departmental budgets, schedule expenditure, analyze variances and take corrective actions to address variances.
• Customer Retention: Champion initiatives to drive customer retention and drive exceptional customer experience. Develop customer satisfaction goals and coordinate with the team to meet them daily. Analyse emerging trends in consumer management and develop relevant initiatives to guarantee top tier customer management. Coordinate information to customers using our products including after-sales support.
• Stakeholder Management: Collaborate with cross-functional teams to identify break downs in the process and ensure a seamless customer experience. Identify key trends and opportunities for the sales team to increase sales.
• Reporting: Provide weekly and monthly reports on the customer’s Campaigns, trends and initiatives to evaluate their effectiveness. Analyze market, customer and sales data to mine useful insights to drive customer acquisition and retention. Report to the Head of Operations on team performance against KPIs.
• Performance Management: Supervise day to day activities in customer service. Ensure staff members are achieving desired service levels while providing regular performance feedback. Conduct pre-shift team meetings daily setting focus and priorities for the day to ensure the productivity of the agents along their OKRs.
• People Management: Manage the day-to-day growth, development, deployment and engagement of the team. Recruit, orientate, communicate job expectations, coach, and manage direct reports. Monitor the performance of all team members and give ongoing feedback to ensure high performance is maintained. Facilitate training sessions to build skill and capacity in the operations division. Update personal job knowledge by participating in educational opportunities, reading professional publications, maintaining.

Minimum Requirements & Key Skills

• A Bachelor's Degree in Business Management or related field. A Master's Degree will be an added advantage;
• A minimum of 8 years in customer management driving customer acquisition and retention;
• Extensive experience in a Call Centre environment within a retail environment;
• Detailed understanding of Call Centre processes & KPIs;
• Good reporting and presentation skills with a keen eye for detail
• Have an ability to influence and collaborate with a cross functional team
• Excellent written and oral communication skills, with the confidence to interact at all levels of the organization 
• Personal drive with a sense of urgency and an ability to demonstrate strong commitment to managing initiatives to a successful conclusion
• Good use of Microsoft Excel, Word & PowerPoint Office suite.
• Understand and reinforce the organization culture amongst employees
• Ability to work in a fast-paced, deadline driven team environment.

Competencies & Skills:

• Business Acumen;
• Customer Orientation;
• Stakeholder Management;
• People Management;
• Persuasion and Influencing Skills;
• Strong people leadership;
• Team player.

Application Closing Date
31st October, 2022.