Head of customer success
Head of customer success
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Job Description
2. Customer Journey Mapping: Collaborate with crossfunctional teams to map the endtoend customer journey identifying pain points opportunities for improvement and areas where customer experience can be enhanced. Develop strategies and initiatives to address these areas and improve customer satisfaction and loyalty.
3. Process Improvement: Analyse existing processes systems and workflows to identify opportunities for streamlining and improving efficiency. Implement changes and monitor their impact on customer experience metrics ensuring seamless interactions and reduced customer effort.
4. Voice of the Customer: Establish mechanisms to capture customer feedback and insights leveraging various channels such as surveys social media and customer support interactions. Analyse and synthesise this data to generate actionable insights that inform decisionmaking across the organization.
5. Customer Service Excellence: Set the benchmark for exceptional customer service by establishing service level agreements (SLAs) performance metrics and quality standards. Develop and implement training programs to enhance the skills and capabilities of customerfacing teams ensuring consistent and personalized service delivery.
6. Technology and Innovation: Stay abreast of emerging technologies tools and platforms that can enhance the customer experience. Collaborate with the technology team to assess implement and optimize customer experience technologies.
Employment Type
Full Time
Company Industry
Key Skills
- Marketing & Promotions
- Attorney At Law
- Jni
- Airlines
- Art
