Customer Experience Manager

Welcome to a workplace where every individual passionately believes in their mission!
At our company, commitment extends beyond tasks; it's about infusing every action with purpose. We are dedicated to bringing unparalleled passion and customer focus to every facet of our business, creating an environment where your contribution truly matters.

Join our team and become a part of a continuously expanding and financially sound multinational conglomerate—Goddard Enterprises Limited (GEL).

At Coreas Building Supplies (CBS), a member of GEL, we are committed to our mission of being successful and responsible while satisfying our customers, employees, partners and shareholders. Our dedicated team share our values of innovation, continuous improvement, and service excellence. We believe in providing our employees with opportunities for growth and development, to help them reach their full potential, in an environment where everyone can thrive.

We are looking for a talented individual who shares our values to join our team as Customer Experience Manager. This position reports to the General Manager with responsibility for developing, implementing, and refining strategies that enhance the customer journey. The primary goal is to boost customer satisfaction, retention, and loyalty by optimizing every touchpoint a customer has with the company for a positive experience. This role involves cross-functional collaboration, customer journey mapping, and ensuring the company consistently delivers high-quality service.

Key Areas of Responsibility:

• Customer Journey Management: Develop and map the entire customer journey, identifying pain points and improvement opportunities.
• Customer Feedback & Insights: Implement mechanisms to collect and analyze customer feedback in collaboration with the Marketing Manager.
• Experience Enhancement Initiatives: Design strategies to enhance customer experiences, improve merchandising, and optimize store layouts based on insights.
• Cross-Functional Collaboration: Collaborate with various departments to maintain a customer-first approach.
• Process Improvement & Efficiency: Lead efforts to streamline customer service processes
• Customer Success & Retention: Drive initiatives to ensure customers maximize their use of products/services and adopt retention strategies to enhance long-term loyalty.
• Training & Support for Teams: Ensure teams have the necessary tools and training to deliver a positive customer experience.
• Performance Tracking: Monitor and report on KPIs related to customer satisfaction and retention.

Job Requirements:

• Bachelor’s degree in business, marketing, communications, or a related field.
• A minimum of 3-5 years of experience in Retail Management, customer service, or related roles.
• Proven track record of improving customer satisfaction and loyalty. Experience in leading cross-functional projects and initiatives.

Knowledge, Skills & Competencies:

• Strong analytical skills with the ability to interpret customer feedback and data into actionable insights.
• Excellent communication and interpersonal skills.
• Proficiency in customer experience software and CRM tools (e.g., Salesforce, HubSpot).
• Strong project management and organizational skills.
• Ability to influence and lead without direct authority, driving cross-departmental initiatives.
• Passionate about delivering exceptional customer experiences.
• Creative problem solver with a customer-first mindset.
• Adaptable and able to thrive in a fast-paced, dynamic environment.
• Collaborative and able to build strong relationships with internal and external stakeholders.

Personal Attributes

The requirements listed above are representative of the knowledge, skill and ability required to perform this role. Additionally, the successful candidate should possess the following attributes:

• Team Player
• Detail Oriented
• Trustworthy
• Competitive
• Proactive
• Change Agent
• Strong Intellect

Compensation & Benefits

An attractive remuneration and benefits package is being offered commensurate with the candidates’ experience. Our benefits package includes participation in the Group Life, Medical Insurance and Pension Schemes and opportunities for training & development. Through our Employee Share Option Plan (ESOP) you have the opportunity to be a part-owner of GEL (where eligible)—let’s grow together!

Application Process

Please submit your resume by 12th October 2024,

We thank all applicants but advise that only those selected for interview will receive acknowledgement.

Embark on a journey with us, where every day brings new opportunities for growth and success. If you thrive in a dynamic environment and want to be part of a team that celebrates achievements, come, be a part of our story. Your career adventure starts here!