Client Experience Manager at The Concept Group

The Concept Group is a holding company for companies established in 1992. Subsidiaries under the Group include: Rosabon Financial Services - Nigeria’s Leading Equipment Leasing and Financial Intermediary Company, Concept Nova - Bespoke Enterprise Software Development Company, Percy Aitkins - Bureau De Change.We are recruiting to fill the position below: Job Title: Client Experience ManagerLocation: LagosJob SummaryDrive premium service delivery to both external and internal customers by providing exceptional customer experience through the development and implementation of consistent policies and processes.Provide leadership and support to client experience executives across the group, ensuring compliance with customer service standards.Job ResponsibilitiesDevelop and maintain positive relationship with internal and external customers.Develop and implement customer service policies, processes and standards for enhanced  customer experienceDevelop and implement strategies for effective customer engagement that would enhance customer loyaltyEnsure all customer service activities support and strengthen the strategic objectives of the organizationAnalyze customer service related information and identify opportunities to improve customer service.Ensure delivery of consistent customer service delivery  in line  with established service standardsEnsure timely and cost effective service delivery outcomes to all customers.Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficientlyWork closely with all stakeholders and operational teams to resolve service issues.Ensure all customer interactions are properly documented by client experience executivesProvide resolution to escalated complaints, following up with all stakeholders to effect resolutionDevelop strong relationships with existing customers through ongoing review of customer service processes and requirements for consistent  high service levelsDrive customer retention through repeat businesses & create opportunities to upsell /cross sell referralsDevelop and measure key performance indicators to determine and improve the effectiveness of all customer service activitiesInterview, select, coach, train, instruct, manage, and appraise the performance of associated customer service personnel and mentor team membersProvide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficientlyPrepare or oversee the preparation of reports and statistics related to the customer service function for  all stakeholders

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