Head, Customer Experience at Deloitte Human Capital Consulting West Africa

On behalf of our client, a Shipping company, we are looking to recruit a dynamic and experienced individual to fill the position of Head, Customer Experience. The successful candidate will be responsible for developing and implementing strategies to enhance customer satisfaction, loyalty, and retention. They will lead a team of customer experience professionals and collaborate with various departments to deliver exceptional customer service and drive business growth.

 

Responsibilities:

• Develop and implement a customer experience strategy aligned with the company’s vision and values.
• Collaborate with cross-functional teams to improve customer journey and touchpoints.
• Identify and implement customer satisfaction measurement tools and processes.
• Analyze customer data and feedback to identify trends and areas for improvement.
• Lead customer service training and development programs to enhance customer-facing skills and mindset.
• Stay up to date with industry trends and best practices in customer experience.
• Develop and monitor key performance indicators to assess customer experience performance and drive continuous improvement.
• Collaborate with marketing and sales teams to develop customer loyalty programs and initiatives.
• Manage and resolve escalated customer complaints and issues.

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Minimum of 7 years of experience in customer experience, customer service, or a related role.
• Proven track record of developing and implementing effective customer experience strategies.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and drive insights.
• Ability to collaborate and influence cross-functional teams.
• Knowledge of customer experience measurement tools and methodologies.
• Familiarity with customer service software and CRM systems.