Customer Capability Manager

As a Capability Manager for the Customer Experience function your purpose is to strategically enhance and optimize the organizations ability to deliver exceptional customer experiences. You will be responsible for assessing developing and cultivating the capabilities necessary to consistently meet and exceed customer expectations across all touchpoints. By identifying and addressing gaps in skills processes and technologies you will empower teams to deliver perfect personalized and memorable experiences that drive customer loyalty retention and advocacy. Your role is instrumental in fostering a customercentric culture driving continuous improvement and ensuring alignment between customer experience strategies and organizational capabilities to achieve business growth and sustainable competitive advantage.

Key Accountabilities

Capability Assessment Conduct thorough assessments of the organizations current capabilities related to customer experience including employee skills processes systems and technologies.
Capability Development Develop and implement strategies to enhance and build organizational capabilities that directly impact the delivery of exceptional customer experiences.
Training and Development Design and complete training programs to upskill and empower employees with the knowledge and skills required to deliver outstanding customer experiences consistently.
Process Optimization Find opportunities to streamline processes and workflows to improve efficiency and effectiveness in delivering perfect customer experiences.
Technology Enablement Evaluate select and implement technologies and tools that support and enhance customer experience initiatives such as CRM systems feedback management platforms and Omnichannel communication solutions.
Performance Monitoring Establish metrics and KPIs to monitor and measure the effectiveness of customer experience capabilities regularly supervising progress and making datadriven decisions to drive continuous improvement.
Crossfunctional Collaboration Collaborate closely with other departments such as marketing sales product development and operations to ensure alignment of capabilities with overall business objectives and customer needs.
Change Management Lead change initiatives related to customer experience capability development ensuring successful adoption and implementation across the organization through effective

Data Analytics and Reporting Strong analytical skills and knowledge of data analytics tools to extract insights from customer data generate reports and identify patterns and trends that inform decisionmaking and capability development initiatives.
Omnichannel Communication Technologies Understanding of Omnichannel communication technologies such as chatbots live chat SMS email and social media platforms to facilitate seamless and consistent interactions across multiple touchpoints.
User Experience (UX) Design Basic understanding of UX principles and methodologies to optimize digital interfaces and touchpoints for intuitive and userfriendly experiences that meet customer needs and preferences.
Process Mapping and Improvement Tools Proficiency in process mapping tools and methodologies (e.g. BPMN Six Sigma) to analyze streamline and optimize customerfacing processes for efficiency and effectiveness.
Customer Journey Mapping Knowledge of customer journey mapping techniques to visualize and understand the endtoend customer experience identifying difficulties opportunities and touchpoints for improvement.
Quality Management Systems Understanding of quality management systems and methodologies (e.g. ISO standards) to ensure consistency compliance and continuous improvement in delivering highquality customer experiences.
Project Management Software Familiarity with project management tools (e.g. Jira Asana) to plan complete and monitor capability development initiatives ensuring projects are completed on time and within budget.
Digital Marketing and Ecommerce Platforms Awareness of digital marketing and ecommerce platforms to support customer acquisition retention and engagement strategies aligning customer experience capabilities with marketing objectives.

Interested can contactOR email resume to

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