Customer Experience Manager

SUMMARY:
Calling all Customer Experience Seasoned professionals to apply!

POSITION INFO:
Are you a customer-centric leader who is passionate about driving exceptional experiences? My client is seeking a CX Head (Customer Experience Manager) to join their global commercial Bank as they embark on their journey into the vibrant Namibian market! This is an excellent opportunity for Namibian nationals to make a significant impact.

Reporting directly to the COO, you will be responsible for shaping and executing the customer experience strategy, ensuring seamless interactions across all touchpoints. Your role will encompass fostering a service culture, driving service excellence, and acting as the voice of the customer in all decision-making processes.

Key Responsibilities:

• Define and communicate the service framework to ensure alignment and understanding across all business units.
• Develop comprehensive customer journeys and micro-journeys catalogue, along with CX frameworks and SOPs.
• Drive Voice of Customer (VOC), NPS, CSAT, CRM, and complaints management solutions.
• Cultivate a customer-centric culture by defining CX KPIs, engaging frontline and back-office staff, and providing training and coaching.
• Act as a brand ambassador and customer advocate, owning customer journeys, identifying pain points, and driving systematic problem-solving.
• Drive cross-functional engagement, stakeholder mapping, and accountability for CX initiatives across the organization.

• Bachelor’s Degree in Marketing, Business, Product Development, or similar field.
• Any CX certification would be advantageous.
• Minimum of 8 years of experience in client engagement or client services, with at least 5 years at a managerial level.
• Demonstrated leadership skills, ability to set vision and strategy, and drive implementation.
• Proficiency in public speaking and engagement, both internally and externally.
• Strong multitasking and project delivery skills, with experience in stakeholder engagement and executive influence.