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 Manager

Location: Lagos

Job Summary

• Drive 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 Responsibilities

• Develop and maintain positive relationship with internal and external customers.
• Develop and implement customer service policies, processes and standards for enhanced  customer experience
• Develop and implement strategies for effective customer engagement that would enhance customer loyalty
• Ensure all customer service activities support and strengthen the strategic objectives of the organization
• Analyze customer service related information and identify opportunities to improve customer service.
• Ensure delivery of consistent customer service delivery  in line  with established service standards
• Ensure 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 efficiently
• Work closely with all stakeholders and operational teams to resolve service issues.
• Ensure all customer interactions are properly documented by client experience executives
• Provide resolution to escalated complaints, following up with all stakeholders to effect resolution
• Develop strong relationships with existing customers through ongoing review of customer service processes and requirements for consistent  high service levels
• Drive customer retention through repeat businesses & create opportunities to upsell /cross sell referrals
• Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities
• Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer service personnel and mentor team members
• Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently
• Prepare or oversee the preparation of reports and statistics related to the customer service function for  all stakeholders

Educational Qualification & Functional/Technical Skill or Certification

• University Degree in Business Administration, Marketing  or a related field
• Proficiency in Microsoft office, including ability to analyze data & prepare reports
• Knowledge in developing SOPs and Call Scripts

Relevant Experience (Type of experience and minimum number of years):

• 3-5 years relevant experience in Customer Service or marketing function
• Experience in supervising or managing sales  or client experience teams
• Relevant industry experience gives added advantage
• Knowledge of customer service best practice & standards

Personality Profile:

• Decision making, Monitoring, Active Listening, Self-Awareness, Pro-active, Time Management, Critical Thinking, Coordination.

Application Closing Date
26th October, 2018.

Method of Application
Interested and qualified candidates should send their CV's urgently to: careers@conceptgroup-ng.com