CX Manager

Job Description- CX Manager

Job Purpose:

The CX Manager leads the communication and client engagement programs and develops innovative approaches to research, collaboration, and client satisfaction measurement that create improved value for the organization and enhanced experiences for clients.

Key Activities:

• Develop and maintain strategic business relationships with major accounts to promote brand awareness while achieving high levels of customer satisfaction and trust.

• Advise on best strategy to retain long-term client relationships by understanding the client strategy and business

• Engage the company’s strategic priorities with regards to the objective of maintaining and strengthening positioning within key accounts

• Contribute to the development and execution of the company’s strategic objectives.

• Regularly meet with key client stakeholders to ensure client advocacy and satisfaction on delivered services. Ensure adherence on expected performance levels, and proactively identifying new requirements.

• Design short and long-range growth strategies and prepares execution plans to achieve targets

Operations:

• Manage the development, implementation and evaluation of strategic, tactical and operational client, engagement plans, programs, and initiatives to align with the organization client service vision and strategies.

• Advise upper management with client satisfaction measures, client experience strategies, programs, initiatives, and emerging issues to enable client-centric strategic decision processes and major or critical issues response

• Plan and provide leadership to the implementation of integrated client engagement and communication initiatives to improve and enhance the perceptions and experience of clients.

• Lead and/or direct specific client research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of client services and service delivery models.

• Drive the ongoing development of a client service culture across the organisation, supported by effective policy and process frameworks and responsive client service systems to embed best practice client-centric behaviours.

• Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimise client experience in alignment with the marketing lead. Work on the proper messaging package that is internal and external for CX with marketing team as well as workshops.

• Track all project/program economics to include costs, operational budgets, staffing requirements, sub-contractors, resources, and risk including the direct management of large projects or programmes

• Provide a direct interface to the client and ensure project delivery excellence

• Contribute to the creation of communication plans, ensuring that appropriate information is exchanged among key stakeholders

• Identify and recommend contingency measures.

• Maintain awareness of emerging technologies and Project/Program Management techniques

• Ensure proper use of systems, tools, methodologies, and technology to prepare for decision-making and to achieve project health.

• Monitor emerging technologies for potential to maximize business performance

• Ensure proper project and Service Delivery reports are in place./

Minimum experience:

• 8-10 years relevant experience in IT Management or client experience executive role or similar working in a local or international IT Outsourcing service provider environment.

• Solid understanding of IT service best practice.

• Experienced with financial management, working closely with vendors and working with contracts

• Solid experience in Project Management

Education:

• Bachelor’s Degree or above in Computer Science, Information Systems Management, Business Management or a related field.