Whyte Cleon Limited – Our client, a foremost Dry-cleaning and Laundry company, is currently recruiting suitably qualified candidates to fill the position below:
Job Title: Customer Experience Manager
Location: Lagos
Job Type: Full Time
Job Description
- Our client needs a smart, high-energy intra-prenuers Customer Experience Manager
- Our Ideal individual is the one who can effectively establish communication channels and mediums through which clients reach out to the company and vice versa, develop and implement strategies useful in improving excellent customer relationship, experience, dedication and satisfaction, Collect, analyze, and interpret customer interactions data and identify requirements and information useful in optimizing customer experience and create the opportunities to promote the clean lifestyle on multiple media, public and private platforms
- Ultimately, ensuring excellent customer experience in our client’s touchpoints.
Responsibilities
- Developing and implementing new strategies for driving customer value and ensuring optimal customer experience by conducting studies and research,
- Ensure that each touchpoint across the customer journey is engaging, efficient, and effective.
- Develop feedback points in the customer journey, define the segmentation of the customer base and identify opportunities for continuous improvement.
- Establish communication mediums through which customers can readily contact the company and vice versa,
- To conduct surveys by gathering information on customer opinion of rendered services to drive customer retention, reduce churn, and increase customer satisfaction.
- To continually review and evolve the processes uses to track, oversee and organize every interaction between the customer and vivacity throughout the lifecycle.
- Supervise the activities of the customer service team to ensure their interaction with customers reflects positively on the company.
- Monitor the activities of the customer service team to ensure compliance with acceptable standards of raising red flags when acceptable standards falter.
- Map the customer journey and identify opportunities to proactively intervene on the client’s behalf.
- Support the customer relationship team in effective client issues resolution and escalations.
- Utilize customer relationship management (ERP) tools in coordinating and monitoring customer experience operations.
- Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
- Liaise with the creative departments to ensure delivery of high-quality contents.
- Prepare and manage reports and recommendations in achieving set objectives and goals.
- Organize training programs for customer relationship officers in order to update their job knowledge and enhance their skills,
- Oversee the merchandising of products in all Client’s outlets plus its affiliates to ensure it entices patronage,
- Ensuring the customer experience strategies are aligned to the business goals and outcomes.
- Profile and acquire potential foundation partners.
Requirements
- Minimum of SSCE
- 3 years on similar role
- Strong understanding of customer and market dynamics and requirements
- Excellent reporting and analytic skills
- Excellent Customer Experience competencies
- Ability to build and maintain effective relationships at all levels.
- Excellent management skills.
- Good intuitive, negotiating and analytical skills
- Ability to work with minimal supervision
- Highly proficient in the use of Microsoft office tools
- Excellent communication and interpersonal skills
- Ability to communicate effectively, with tact and diplomacy, both orally and in writing, at all levels.
- Able to take initiative
- Gregarious
- Can do mindset
- High sense of responsibility
- High Integrity
- Collaborative
- High on execution.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Marketing & Business Development Manager
Location: Lagos
Job Description
- We needs a result-oriented, innovative, and driven Marketing & Business Development Manager.
- The individual in this role would lead a team consisting of a Customer Experience Manager, a Graphic Designer, and a Content Writer. He/She will be responsible for analyzing our customer base and current sales strategies and identifying opportunities to increase sales and profitability.
- The ideal candidate must be creatively minded, great with relationship management, and eager to think outside the box when it comes to our customers and their needs including engagement.
- Candidates with experience in sales who are analytically minded with the ability to create a strategic business development growth plan will do well in this role.
Responsibilities
- Team the Marketing and Business Development team optimally.
- Prospects new clients by networking, cold calling, or other means of generating interest from potential clients with the aim of getting lead to do business with the company.
- Manage the entirety of every customer experience through every touchpoint including social media.
- Study the economic environment for promising business ideas.
- Locates or proposes potential business deals by contacting potential partners, discovering and exploring opportunities for REAL business and new businesses including Client’s Foundation, Franchise Business, and Client’s Janitorial/ Industrial cleaning.
- Screen potential business deals by analyzing market strategies, potential, and financials, evaluating options, examining risks, and potential.
- Identify trendsetter ideas by researching industries and related events.
- Grow and retain existing accounts by presenting new solutions and services to clients through working with mid and senior-level management.
- Prospects for potential new clients and turn this into increased business.
- Research to identify potential customers, decision-makers and build relationships with new clients
- Put in place a business lead strategy and set up meetings between client decision-makers and the company’s leaders/Principals Plan approaches pitches, and work with the team to develop proposals that speak to the client’s needs, concerns, and objectives.
- Handle objections by clarifying, emphasizing agreements, and working through differences to a positive conclusion and use a variety of styles to persuade or negotiate.
- Ensure smooth work relationships within the department & across the organization
- Ensure compliance with applicable rules & regulations of the organization.
- Support the CEO in new market/business development ideas
- Handle any other projects as assigned by the management
Requirements
- Bachelor’s degree in any relevant field
- 3-5 years’ experience in sales or business development roles
- Familiarity with relevant technology tools such as Microsoft Office Suite(Excel and PowerPoint)
- Strong interpersonal and communication skills (both verbal and written)
- Critical thinking skills, analytical, organized
- Excellent leadership, motivational, negotiating, and influencing skills in a matrix environment.
- Able to provide guidance to colleagues.
- Creatively minded, good at thinking ‘outside the box’
- Skills of persuasion
- Knowledge of development analysis, real estate, market planning, development, scheduling, and general financial analysis,
- Ability to travel when necessary to meet with customers and/or stakeholders and build business relationships.
- Excellent Leadership skills
- Adept business acumen
- Gregarious
- Excellent analytical skills
- High sense of responsibility
- Collaborative
- High on execution
- Engaging
- Attention to details
- Good Instincts
- Thorough and detailed
Method of Application
Interested and qualified candidates should:
Click here to apply online
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