1 week ago
Job title : Customer Experience Project Manager
Job Location : Lagos
Deadline : July 21, 2024
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Role Overview:
- We seek a dynamic and detail-oriented Customer Experience Project Manager to join our team.
- The ideal candidate will be responsible for leading and executing projects that improve the customer experience across all touchpoints.
- This role requires a strategic thinker with excellent project management skills and a strong passion for enhancing customer satisfaction and loyalty.
What You Will Be Doing:
Project Management:
- Plan, execute, and oversee customer experience projects from start to finish.
- Develop project scopes, objectives, timelines, and deliverables in collaboration with senior management and stakeholders.
- Coordinate internal resources and third-party vendors to ensure seamless project execution.
- Ensure that all projects are finished on time, within scope, and within budget.
Customer Journey Mapping:
- Create and maintain detailed customer journey maps to identify key touchpoints and pain points.
- Analyze customer feedback and data to understand customer needs and behaviors.
- Develop actionable insights and recommendations to improve the customer experience.
Strategy Development and Implementation:
- Work collaboratively with cross-functional teams to develop and execute customer experience strategies.
- Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of CX initiatives.
- Continuously assess and modify strategies based on performance data and feedback.
Stakeholder Management:
- Serve as the main point of contact for project stakeholders.
- Facilitate regular meetings to update stakeholders on project progress and address any issues.
- Create and deliver presentations and reports to communicate project status and results.
Data Analysis and Reporting:
- Collect, analyze, and interpret customer feedback and data from various sources.
- Develop dashboards and reports to track key customer experience metrics.
- Based on data analysis, provide actionable insights to senior management.
Continuous Improvement:
- Identify opportunities for process improvements and innovation in customer experience.
- Stay updated on industry trends and best practices in customer experience management.
- Implement and promote best practices across the organization.
What You Need for This Role:
Education:
- Bachelor’s degree in business administration, Marketing, Project Management, or a related field.
- PMP certification or equivalent is a plus.
Experience:
- Minimum of 3-5 years of experience in project management, preferably in customer experience or a related field.
- Proven track record of successfully managing and delivering projects on time and within budget.
Skills:
- Strong project management skills, including planning, scheduling, and resource management.
- Excellent analytical and problem-solving abilities.
- Proficiency in project management software (e.g., Microsoft Project, Asana, Trello).
- Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
- Ability to analyze data and translate insights into actionable strategies.
- Detail-oriented with a strong focus on quality and accuracy.
- Ability to manage multiple projects simultaneously and prioritize tasks effectively.
Attributes:
- Passion for enhancing customer experience and driving a customer-centric culture.
- Strategic thinker with a proactive approach to problem-solving.
- Ability to work independently and as part of a team.
- Adaptability and flexibility in a fast-paced environment.
- A creative thinker: You can think innovatively and are open to starting from scratch occasionally
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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