Customer Experience Manager

Job Title: Customer Experience Manager
Job Level/Classification: Level III – Frontline/Middle Management
Job Location: Dansoman, Accra (On-site)
Job ID: TA/01/2025/070
Job Posted: November 11, 2024
Application Due Date: November 15, 2024

The experienced Customer Experience Manager will lead our customer-centric initiatives, ensuring seamless interactions and exceptional experiences across our product portfolio. The job holder will ensure all touchpoints of the customer journey are engaging, efficient and effective. The main objectives of this role are to track and increase customer satisfaction, customer loyalty and referral measures, whilst reducing customer churn.

Customer Experience Strategy:

• Develop and implement customer experience strategies aligned with company goals.
• Conduct customer research, gathering insights to inform product development and service improvements.
• Collaborate with cross-functional teams to design and deliver customer-centric solutions

Customer Engagement:

• Manage customer relationships, ensuring timely communication and issue resolution.
• Develop and execute customer engagement programs (e.g., webinars, workshops, surveys).
• Foster strong partnerships with key customers, identifying opportunities for growth

Support & Services:

• Oversee customer support ticketing system, ensuring prompt resolution and high satisfaction.
• Develop and maintain a knowledge base, FAQs, and customer resources.
• Collaborate with technical teams to resolve complex customer issues

Product Feedback & Improvement:

• Collect and analyze customer feedback on products and services.
• Collaborate with product development teams to prioritize and implement customer-driven enhancements.
• Develop business cases for product improvements

Metrics & Reporting:

• Collect and analyze customer feedback on products and services.
• Collaborate with product development teams to prioritize and implement customer-driven enhancements.
• Develop business cases for product improvements

Other Responsibilities:

• Develop and manage customer experience budget.
• Collaborate with sales and marketing teams to ensure aligned customer messaging.
• Stay up-to-date with industry trends and best practices in customer experience

Customer Satisfaction (CSAT):

• Metric: % of customers satisfied with support interactions.
• Target: 90% (quarterly average)

Net Promoter Score (NPS):

• Metric: % of customers who would recommend the company.
• Target: 40% (quarterly average)

Customer Retention Rate:

• Metric: % of customers retained year-over-year.
• Target: 85%

First Response Time (FRT):

• Metric: Average time to initial response to customer inquiries.
• Target: ≤ 2 hours

Resolution Rate:

• Metric: % of issues resolved on first contact.
• Target: 75%

Customer Engagement Score:

• Metric: Composite score based on customer interactions (e.g., logins, support requests, feedback).
• Target: 7/10 (quarterly average).

Customer Feedback Collection:

• Metric: % of customers providing feedback.
• Target: 20% (quarterly)

Feedback Implementation Rate:

• Metric: % of customer feedback implemented.
• Target: 50% (quarterly)

All talents are expected to demonstrate adherence to TECHAiDE’s core values, code of conduct, and the Group’s policies. This includes maintaining confidentiality, respecting intellectual property, and upholding professional standards. Talents will be evaluated on their teamwork and collaboration, communication skills, adaptability to change, and willingness to learn and develop new skills. 

Additionally, talents are expected to comply with all applicable laws, regulations, and best practices, and to report any potential conflicts of interest or ethical concerns. Talents will also be assessed on their attendance, punctuality, and overall commitment to the company’s goals and objectives. 

Furthermore, talents are expected to maintain a safe and healthy work environment, report any incidents or hazards, and participate in training and development programs as required. Overall, talents will be evaluated on their ability to contribute to a positive and productive work environment, and to embody the values and principles of TECHAiDE and the Group Culture.

Minimum Requirements:

• Postgraduate or Master’s degree + Prof. Certification in Hospitality Management, Marketing, Business Administration, Communications/Public Relations, or a field relevant to the specific department in the organization.
• A minimum of 5-10 years of work experience in the related role or Level III role.
• A Certified Customer Experience Professional, Certified Sales Executive, or Certified Marketing Professional certification (CCXP, CSE or CMP)
• Professional certification (e.g. Customer Service, Communications, Business Administration, etc.).
• A proven record of managing or supervising more than 3 employees for a consistent period of 5 years.
• A minimum of 3-5 years’ work experience in an Assistant Manager or similar role
• Ability to multitask and lead customer support initiatives..

• Excellent communication, interpersonal, and project management skills.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM software, customer experience platforms, and data analysis tools.
• Ability to work collaboratively with technical and non-technical teams.
• Customer-centric mindset.
• Strategic thinker with a proactive approach.
• Ability to work in a fast-paced environment

TECHAiDE  shall be responsible for the provision of transport, office support and other material requirements to facilitate the work of the Content Associate. The job holder shall be assessed based on the KPIs. Other conditions of service can be found in the Talent Handbook.

At PREBBiE Group, we are committed to Diversity, Equity & Inclusion. United by our strong Group values and the LEARN culture, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #BetterTogether #ExcellingTogether

• Competitive salary and benefits package.
• Opportunity to work with a dynamic and growing company.
• Collaborative and supportive team environment.
• Professional development and growth opportunities.

At PREBBiE Group, we are committed to Diversity & Inclusion. United by our strong Group values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #BetterTogether

All applications submitted via email at humancapital@prebbiegroup.com should indicate the Job ID and Job Title in the subject of the email. No application will be considered after the closing date. Applicants are advised to attach a recent CV/Resume to their email. Only shortlisted applicants will be contacted.