Customer Experience Manager
The Customer Experience Manager (CEM) will oversee customer experience across the organisation to ensure that every touchpoint along the customer journey is engaging, efficient, and effective, thereby optimising and fostering customer engagement. The CEM will design, and develop programmes and processes to facilitate the organisation’s understanding, analysis and optimisation of customer experience in line with its strategic objectives. Using relevant data and information, the CEM will gain insights from the customer’s unique perspective to augment the experiences customers have with the Association, to ultimately increase customer satisfaction and loyalty.
Key focus will be placed on the digital environment and the incumbent will oversee and support the organisation’s digital platform experiences, which include its website/s, mobile applications and social media platforms.
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