Customer Experience Manager

At Digicel Pacific, we are looking for dynamic people to join our growing team. This fantastic opportunity is available and if you can operate effectively in a fast-paced digital industry and meet the desired requirements; then we would like to hear from you.

As our customer experience manager, you’ll oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. You understand the impact you’ll create on customer experience and, therefore, the bottom line, playing one of the most vital roles in the Company. This role is based in Fiji.

Core responsibilities:

• Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
• Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
• Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
• Working closely with the IT and technical teams to ensure implementation of proper customer journey across various processes – product purchase, surveys for feedback, call centre inputs etc.
• Managing and monitoring all CC and CX tools, and interact with internal as well as external platform champions and vendors
• Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
• Interacting with markets for closure of various CX related reports and issue resolution.
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
• Ensuring reduction of customer complaints with proactive solutions.
• Work on and facilitate new technologies/platforms/systems to ensure customer pain reduction.
• Project manage implementation of AI to facilitate various predictive modelling and improve Loyalty programmes.
• Keeping informed of industry trends and new CRM technologies.

Academic qualifications and skills required for this role:

• A Bachelor’s degree and experience in Techno commercial role
• Project Management skills
• Proven record in managing Customer handling teams.
• Seven (7) years management experience in Telecom, Hospitality or similar Industry.
• A proven record of delivering customer focus, strategic plans with clear Customer Experience KPI goals.
• Ability to create wide-vision strategies and drive the implementation with appropriate tactics.
• Strong people management, customer service and interpersonal skills with boardroom presence.

Visit Digicel‘s Careers Page @ https://careers.digicelpacific.com/ to express your interest in this role no later than 6th September 2024. All applications must be attached with a cover letter, most recent resume, referee details and copies of required qualifications.

Digicel Central Resources Fiji (PTE) Limited is an Equal Opportunity Employer