Or your alerts
New
1 week ago

Job Summary

As the Head of Customer Experience, your role is crucial in shaping the overall customer journey, fostering customer loyalty, and driving business growth through exceptional service delivery.

  • Minimum Qualification: Bachelors
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements

Location: Uganda Office

Reports to: COO

Provides supervision to:


Purpose of the position:

In summary, as the Head of Customer Experience, your role is crucial in shaping the overall customer journey, fostering customer loyalty, and driving business growth through exceptional service delivery. 


Key Outputs/Responsibilities

(Accountabilities and results)                                            

  • Define and implement standards/procedures for ensuring optimal customer experience.
  • Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company.
  • Liaise with the production and creative departments to ensure delivery of high-quality products and services.
  • Define and implement standards/procedures for ensuring optimal customer experience.
  • Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company.
  • Liaise with the production and creative departments to ensure delivery of high-quality products and services.
  • Define and implement standards/procedures for ensuring optimal customer experience.
  • Developing and implementing customer experience strategies to enhance customer satisfaction, loyalty, and retention. 
  • Overseeing all customer service operations, including handling customer inquiries, resolving issues, and ensuring a positive customer experience. 
  • Identifying areas for process improvement in customer service operations and implementing solutions to enhance efficiency and effectiveness. 
  • Training and Development**: Providing training and guidance to customer service teams to ensure they have the skills and knowledge to deliver exceptional service. 
  • Quality Assurance : Monitoring and evaluating customer interactions to maintain high service quality standards and address any areas needing improvement. 
  • Feedback Analysis :Collecting and analyzing customer feedback to identify trends, issues, and opportunities for enhancing the overall customer experience. 
  • Cross-functional Collaboration Collaborating with other departments such as marketing, sales, and operations to ensure a seamless and consistent customer experience across all touchpoints. 
  • Performance Monitoring: Tracking key performance indicators related to customer satisfaction, service levels, and resolution times to drive continuous improvement. 
  • Technology Utilization: Leveraging technology and tools to streamline customer service processes, improve response times, and enhance the overall customer experience. 
  • Customer Advocace  : Serving as a customer advocate within the organization, championing customer-centric initiatives and driving a customer-first culture. 


Core Capabilities:

Achieving capabilities

Achieving quality results and service

Practicing accountability and integrity

Communicating information effectively


Thinking Capabilities

Thinking clearly, deeply and broadly

Understanding Tangerine mission & operations

Practicing innovation & change


Self-managing Capabilities

Learning for growth and development

Maintaining work/life balance


Relational Capabilities

Building collaborative relationships

Practicing gender & cultural diversity

Influencing individuals & groups



Other critical skills and abilities

  • Excellent interpersonal skills
  • Energetic and ability to be active throughout and willing to learn
  • High level of honesty, integrity, and confidentiality
  • Excellent communication skills and a high level of customer care
  • Willing to work long hours with minimum supervision


How to apply.

All candidates should send their updated CVs and application letters through Brightermonday Portal by Clicking on the 'Apply Now ' section 




Important Safety Tips

  • Do not make any payment without confirming with the BrighterMonday Customer Support Team.
  • If you think this advert is not genuine, please report it via the Report Job link below.
Report Job

Share Job Post

Lorem ipsum dolor (Location) Lorem ipsum UGX Confidential

Job Function : Lorem ipsum

1 year ago

Lorem ipsum dolor (Location) Lorem ipsum UGX Confidential

Job Function : Lorem ipsum

1 year ago

Lorem ipsum dolor (Location) Lorem ipsum UGX Confidential

Job Function : Lorem ipsum

1 year ago

Stay Updated

Join our newsletter and get the latest job listings and career insights delivered straight to your inbox.

We care about the protection of your data. Read our privacy policy.

This action will pause all job alerts. Are you sure?

Cancel Proceed
Report Job
Please fill out the form below and let us know more.
Share Job Via Sms

Preview CV