Job Description

An exciting career opportunity has arisen within First Capital Bank for the role of Customer Experience Manager reporting to the Head of Marketing and Communications. We are looking for a passionate, client centric, self-driven, highly competent and motivated individual to join our team and contribute to the growth of the business by implementing effective customer experience strategies.

Duties and Responsibilities

Key responsibilities
Developing and implementing customer experience strategies: The incumbent is responsible for creating and executing plans to improve the overall customer experience.
This will involve conducting research, analysing customer feedback, and identifying areas for improvement.
Analysing data related to the customer journey including behaviour and engagement metrics to identify trends and opportunities for improvement.
Responsible for monitoring customer satisfaction by tracking key performance indicators related to customer satisfaction, such as Net Promoter Score or Customer Satisfaction Score to measure the effectiveness of customer experience initiatives.
Collaborating with cross-functional teams to ensure a consistent and positive customer experience across all channels, including in-person interactions, online platforms, and social media.
Leading and reviewing our processes, and projects to ensure they are client centric.
The role involves training employees on best practices for delivering exceptional customer service and providing ongoing coaching to ensure consistent delivery of a positive customer experience.
Attend and resolve escalated customer complaints or issues to ensure swift resolution and maintain high levels of satisfaction.

Qualifications and Experience

Qualifications and Experience
Minimum qualifications
First Degree in Marketing or equivalent.
Relevant MBA and /or professional qualification.
Experience and Competency required:
Confidence in dealing with individuals at all levels.
Excellent communication skills
Strong competence in Microsoft Office applications such as PowerPoint, Word, Excel.
Excellent communications skills, both verbal and written.
Three to five years year experience in a similar position.