Client Experience Manager – Paarl

As a Client Experience Manager, you will play a crucial role in ensuring that our clients receive an exceptional experience throughout their journey with ICTGloe. You will be responsible for developing and implementing strategies to enhance customer satisfaction, strengthen client relationships, and drive business growth. By understanding our clients’ needs and expectations, you will work closely with cross-functional teams to deliver personalized solutions, resolve issues, and proactively address any concerns. Your primary goal will be to foster a positive client experience that exceeds expectations and solidifies our position as a trusted telecommunications partner.

Key Responsibilities:

  • Manage the flow of information between different areas of the business.
  • Customer Experience Managers take responsibility for problem solving in projects and within their high-performance team.
  • Customer Experience Managers ensures that the day-to-day operations run smoothly.
  • Develop and execute strategies to enhance client experience and satisfaction levels.
  • Serve as the main point of contact for key client accounts, building strong relationships and acting as their advocate within the company.
  • Collaborate with sales, product, and technical teams to ensure seamless onboarding of new clients and successful implementation of services.
  • Conduct regular check-ins with clients to assess their needs, address concerns, and identify opportunities for upselling or cross-selling.
  • Proactively monitor client performance metrics and conduct client satisfaction surveys to gather feedback and identify areas for improvement.
  • Resolve escalated client issues and complaints in a timely and efficient manner, ensuring high client retention rates.
  • Identify trends and patterns in client feedback and take proactive measures to enhance the overall client experience.
  • Collaborate with internal teams to streamline processes, develop best practices, and implement client-focused initiatives.
  • Stay updated with industry trends, competitors’ offerings, and market demands to make informed recommendations for service enhancements.
  • Prepare and present regular reports on client satisfaction, retention, and revenue growth to senior management.

Qualifications and Skills :

  • Bachelor’s degree in business administration, marketing, or a related field preferable.
  • Proven experience in a client-facing role, preferably within the telecommunications industry.
  • Strong understanding of customer experience management principles and practices.
  • Excellent interpersonal and communication skills, with the ability to build rapport and effectively engage with clients.

No late applications will be considered

Should you not hear from us within one week of the closing date for this position, please accept that your application was unsuccessful.

Kind Regards,

ICTGlobe Recruitment Team

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