Customer Experience Manager at Gatimo Apparel

Gatimo Apparel is your leading garment manufacturing company known for its production quality, efficiency and dependability. We have created a customer focused and technology driven garment manufacturing facility that not only meets the needs of its sub brand Ruff 'n' Tumble, but serves other brands as well for contract manufacturing of fashion items.

We are recruiting to fill the position below:

Job Title: Customer Experience Manager

Location: Lagos

Job Summary

• Our customers are the most important people in our business. Hence, we adopt a Customer First Culture.
• The responsibility of this role is to drive excellent and superior customer experience across the organization – internal and external.

Responsibilities

• Drive, set, and maintain brand experience across all customer touchpoints - e-commerce, brick & mortar, and other online channels.
• Drive customer experience culture and governance
• Work with all units to meet customer needs and expectations. Manage end-to-end customer experience strategy for the entire business – online and offline.
• Organize, plan, and monitor the company’s customer experience team to ensure optimized interaction between the organization and customers
• Develop and implement strategies to improve customer relationships, experience, and retention.
• Premium Brand Audit, monitoring and driving compliance to premium standards in-store and across channels to ensure a unified experience across channels
• Collect, analyze, and interpret customer data to gain insights for business decision-making.
• Manage the Contact Center to ensure compliance with the SLA, and ensure the communication is consistent and aligned with organizational goals.
• Responsible for training front-end team (Store Team) and entire organization on customer experience to achieve alignment company-wide.

Application Closing Date
12th August, 2023.