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Customer Experience Manager

Spintex Road, Accra, Ghana

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Job Summary

The Customer Experience Manager will lead the Customer Experience Department to ensure high-quality service delivery, customer satisfaction, and long-term relationship building. This role is responsible for developing strategies that enhance the customer journey, overseeing support and service teams, and contributing to successful implementation of the company's IT and software solutions. The CE Manager will work closely with all departments to align customer expectations with deliverables, especially during software/ERP deployments.

 

Department: Customer Experience

Reports To: General Manager

Work Type: Full-time

Work Location: Spintex Road, Accra

Work Schedule: Monday to Friday, 9:00 AM – 4:00 PM 

Application Deadline: Friday, 9th May 2025


 Key Responsibilities

Customer Strategy & Relationship Management:

  • Develop and implement customer service policies and procedures.
  • Monitor and analyze customer satisfaction data and take proactive steps to improve retention and loyalty.
  • Resolve escalated client concerns in a timely, professional manner.
  • Build and maintain relationships with key clients and stakeholders.

Departmental Leadership & Coordination:

  • Lead and supervise Customer Service and Customer Support Officers.
  • Conduct regular training and performance reviews.
  • Coordinate with Sales, IT, and ERP teams to ensure service expectations are met.
  • Participate in planning and executing smooth client onboarding and post-implementation support.

Operational Excellence:

  • Oversee live chat, help desk operations, and post-sales support workflows.
  • Introduce tools or systems (e.g., CRM, ticketing systems) for better customer tracking and communication.
  • Ensure proper documentation of customer feedback, complaints, and solutions.
  • Identify and suggest improvements to service delivery processes.

Cross-functional Collaboration:

  • Actively participate in software project implementations, working with Admin, IT, and ERP departments to ensure customer satisfaction at every touchpoint.
  • Provide input on customer experience during product or service development phases.

 Qualifications & Experience

  • Bachelor's degree in Business Administration, Customer Service, Communications, or related field.
  • 4–6 years of experience in customer service or client relationship management, preferably in the IT/software sector.
  • Proven leadership and supervisory experience.
  • Experience with CRM systems (e.g., HubSpot, Zoho, or Odoo CRM) is an added advantage.

 Required Skills

    • Excellent communication and interpersonal skills
    • Strong problem-solving and decision-making skills
    • Leadership and team development capabilities
    • Empathy and customer-first mindset
    • Ability to work across departments and handle pressure
    • Good reporting and analytical skills

Key Performance Indicators (KPIs)

  1. Customer satisfaction (CSAT) and Net Promoter Score (NPS)
  2. Resolution time for customer issues
  3. Client retention and referral rates
  4. Support team performance and responsiveness
  5. Number of customer complaints resolved within SLA
  6. Customer onboarding time and experience ratings
  7. Collaboration effectiveness during software/ERP implementations

Apply Now!