Customer Experience Manager - Johannesburg at ADvTECH

PRIMARY PURPOSE OF THIS JOB:
The Customer Experience Manager is responsible for orchestrating a cohesive and standardized student experience across multiple campuses, establishing, managing and leveraging the Campus Student Engagement Centre’s nationally to enhance student engagement, experience, and employability, while also managing feedback mechanisms and driving continuous improvement in student satisfaction and employment outcomes.

KEY RESULT AREAS:

Student Employability (Customer Nurturing) 

• Student Employability Programme Development and Maintenance 
• Employment Preparedness Training and Continuous Skills Development 
• Industry Collaboration and Partnerships 

Student Engagement (Customer Nurturing) 

• Student Body Relationship Management 
• Student Body Feedback and Escalated Complaint Management 
• Student Body Communication 

Student Experience and tracking (Customer Nurturing) 

• New Student Onboarding and Orientation and legacy student tracking 
• Together with the Student Liaison Body, Support, Plan, Coordinate and Implement a National Sports and Social Activity programme. 
• Customer Contact and Touchpoint Management 

QUALIFICATION REQUIREMENTS:

• Minimum - Higher Diploma in Business Administration or equivalent
• Ideal - Bachelor’s Degree Business Administration or equivalent

EXPERIENCE REQUIREMENT:

• Minimum of 5 years’ experience in customer success, customer service, or a related role, preferably in an educational setting.
• Proven track record of managing and leading customer success/service/engagement teams.
• Experience in handling geographically dispersed teams or locations.

SKILLS REQUIREMENT:

• Computer literacy.
• Excellent organisational skills.
• Conceptual thinking.
• Well-developed negotiation skills.
• Presentation skills.
• Good relationship building skills.