Head of Customer Success at FoodCourt

FoodCourt is a food delivery network. Our business model is centered around FAST and affordable deliveries handled with utmost care.

We are recruiting to fill the position below:

Job Title: Head of Customer Success

Location: Lagos
Employment Type: Full-time

Responsibilities
Customer Service Strategy:

• Develop and execute a comprehensive customer service strategy aligned with the company's goals and values.
• Utilize industry expertise and stay updated on customer service software, AI chatbots, and emerging trends to optimize service delivery.
• Implement innovative techniques to enhance the customer experience while maximizing efficiency and resources.

Emotional Intelligence and Brand Tone:

• Foster a culture of empathy and emotional intelligence within the customer success team, emphasizing the importance of understanding and addressing customer needs.
• Establish and enforce a consistent tone and voice for the brand across all customer interactions, ensuring alignment with the company's values and image.

Customer Feedback Loop:

• Design and implement a robust customer feedback loop that seamlessly integrates with various stakeholders, capturing insights at every touchpoint of the customer journey.
• Analyze feedback data to identify trends, concerns, and opportunities for improvement, driving actionable strategies for enhancing customer satisfaction.

Team Employee Morale Boosting:

• Develop initiatives and programs aimed at boosting employee morale within the customer success team, fostering a positive and supportive work environment.
• Provide mentorship, guidance, and resources to empower team members, recognizing and celebrating their contributions.

Key Performance Indicators (KPIs)
Customer Satisfaction Metrics:

• Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), churn rate.

Efficiency and Effectiveness:

• Average response time, first contact resolution rate, ticket handling time, service level agreements (SLAs) adherence.

Feedback Loop Effectiveness:

• Rate of feedback collection, actionable insights derived from feedback, implementation of improvement strategies.

Employee Morale and Engagement:

• Employee satisfaction scores, team performance indicators, retention rates, professional development.

Reports:
Daily Reports:

• Customer Service Performance Report: Monitor key performance metrics, including response times, resolution rates, and customer feedback trends.
• Employee Morale Report: Track team engagement, satisfaction levels, and identify areas for improvement in the work environment.

Weekly Reports:

• Feedback Analysis Report: Analyze collected feedback, highlight trends, and propose actionable strategies for enhancement.
• Customer Engagement Report: Evaluate engagement initiatives' impact on customer retention and satisfaction levels.

Monthly Reports:

• Customer Retention Report: Detail strategies implemented and their impact on customer retention rates.
• Employee Development Report: Showcase training initiatives and their effect on team performance and morale.

Quarterly Reports:

• Strategic Roadmap Report: Outline future plans and improvements based on comprehensive analysis and insights gathered.
• Stakeholder Satisfaction Report: Evaluate satisfaction levels across stakeholders based on service quality and interactions.

Application Closing Date
Not Specified.