Customer Experience Manager

VACANCY ANNOUNCEMENT

CUSTOMER EXPERIENCE MANAGER

NICO Holdings Plc invites applications from suitably qualified individuals to fill the position of Customer Experience Manager reporting to the Group Head of Marketing and Customer Experience.

JOB PURPOSE

To ensure that all customer touch points are delivering service in line with the NICO brand positioning and the NICO Customer Service Charter.

MINIMUM QUALIFICATION AND EXPERIENCE REQUIRED

• Bachelors Degree in Business, Marketing, Sales or equivalent from a recognized university.
• 3 to 5 years experience in Customer Experience, Marketing, Branding, Sales Product Development or similar.

SKILLS AND COMPETENCIES REQUIRED

• Ability to lead, develop, manage and empathise with employees to ensure achievement of goals.
• Ability to interpret and ensure implementation key objectives.
• Excellent verbal and written communication and ability to present complex situations.
• Ability to plan and organise for the short to medium term.
• Ability to analyse information from various sources to achieve the correct outcomes.
• Ability to negotiate, interact and achieve targets.
• Ability to apply sound business acumen, be resourceful and a lateral thinker.

LOCATION: BLANTYRE

DUTIES & RESPONSIBILITIES

Compliance Related Responsibilities Business Planning – Receiving subsidiary strategic plans, translating them into an annual operational plan for Customer Experience (Insights, Research, Loyalty, Quality Assurance) and submits to the Group Head of Marketing for inclusion in the full Marketing and Communications plan.

Customer Insights, Research and loyalty – In collaboration with the Group Head Marketing and Customer Experience establishing metrices to track in order to achieve Annual Strategic goals.

Reviewing and disseminating customer metrices such as customer satisfaction (CSAT), Net Promoter Score (NPS), Churn rate and makes appropriate recommendations to improve customer engagement to the Group Head of Marketing and Customer Experience Quality Assurance and Monitoring – Engaging all the businesses to determine and agree on product and service quality standards and controls.

Customer Service – Carrying out monthly assessments to ensure that all customer touch-points both physical and digital are fully functional and meet the set service delivery standards and are aligned to the brand positioning.

For those that meet the above requirements, kindly send your combined application letter and Curriculum Vitae in PDF to the email address below (one combined document) with three referees to:

Email: recruitments@nicomw.com

The closing date for receiving applications is 10th February, 2024. Only short-listed candidates will be acknowledged. (NICO Holdings is an equal opportunity employer and diversity is our integral part of our Business, History, Culture, and Identity. Inclusion is the way we treat and perceive all differences and all forms of diversities are seen as real value for the group)