Head, Customer Experience &  Happiness

by ZoodLabs

in Business Administration, Communication, Marketing
Full Time
Sierra Leone, Freetown
April 8, 2024

Job Overview

  • Date Posted
    April 8, 2024
  • Location
    Sierra Leone, Freetown
  • Expiration date
    April 14, 2024
  • Experience
    5 Years
  • Gender
    Both
  • Qualification
    Bachelor Degree, Master’s Degree
  • Organization
    ZoodLabs
  • Required Languages
    English

Job Description

 

Job Title:  Head, Customer Experience &  Happiness  Job Category:
Department/Group:  Customer Service  Job Code/ Req#:
Location: Freetown  Travel Required:

 

Role and Responsibilities

The Head of Customer Experience and Happiness will be responsible for developing and  implementing strategies to enhance the overall customer experience, drive customer  satisfaction, and build long-term customer loyalty. The successful candidate will lead a team  of customer service professionals to deliver exceptional service, resolve customer issues, and  foster positive relationships with customers. The Head of Customer Experience and  Happiness will also be responsible for analysing customer feedback, identifying opportunities  for improvement, and implementing initiatives to enhance customer happiness. 

Key Responsibilities: 

• Develop and implement strategies to enhance the overall customer experience and drive  customer satisfaction 

• Lead a team of customer service professionals to deliver exceptional service and resolve  customer issues in a timely and effective manner 

• Foster a customer-centric culture within the organization and instil a focus on customer  happiness at every level 

• Analyse customer feedback and data to identify trends, insights, and opportunities for  improvement 

• Implement initiatives to improve customer happiness, loyalty, and retention

• Collaborate with cross-functional teams to ensure alignment of customer experience  strategies with business goals 

• Monitor and track key performance metrics related to customer satisfaction, service levels,  and customer loyalty 

• Provide leadership and guidance to the customer service team to achieve success and  exceed customer expectations 

Qualifications: 

• Bachelor’s degree in Business, Marketing, Communications, or related field; MBA preferred

• 5-10 years of experience in customer experience, customer service, or related roles

• Strong understanding of customer experience principles and best practices

• Excellent communication and interpersonal skills, with the ability to build positive 

 

relationships with customers and team members 

• Analytical mindset with the ability to interpret customer data and feedback to drive  decision-making 

• Leadership experience with a track record of motivating and inspiring a team to deliver  exceptional customer service 

• Passion for customer happiness and a commitment to exceeding customer expectations • Creative thinker with a focus on innovation and continuous improvement in customer  experience

 

Kindly send all applications to hr@zoodlabs.com The closing date for all applications is on 26th April 2024.

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