Customer Experience Manager (Harare)

Job Description

AFC Commercial Bank, a subsidiary of AFC Holdings seeks to recruit a Customer Experience Manager. Reporting to the Head - Marketing and Corporate Communications, the successful candidate will be responsible for providing strategic direction on Customer Experience, identifying areas for improvement, tracking the effectiveness of CX initiatives, and making data-driven decisions to enhance overall customer satisfaction. The successful candidate will also be responsible for bridging the gap between customers and AFC Commercial Bank.

Duties and Responsibilities

• Defining and implementing standards/procedures for ensuring optimal customer experience.
• Conducting surveys to gather information on customer opinion of rendered services & Utilizing social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries & Supervising Customer experience and Contact centre teams to ensure their interaction with customers reflects positively on the Bank & Liaising with the Product Development and Innovation departments to ensure delivery of high-quality products and services.
• Establishing communication mediums through which customers can readily contact the Bank and vice versa & Monitoring Customer service and Branch teams to ensure compliance with acceptable standards of customer service
• Conducting studies and research to discover new techniques necessary for improving customer experience.
• Overseeing and monitoring the delivery of service in branches, digital platforms and at Bank agents to ensure consistency and meeting desired service standards.
• Guiding team in effective client issues resolution and handling any escalations.
• Developing listening points in the customer journey and identifying opportunities for continuous improvement.
• Making recommendations about procedural/policy changes.

Qualifications and Experience

• A Bachelor's Degree in Business Management/ Marketing or equivalent.
• MBA or any relevant Post-graduate qualification will be an advantage.
• At least 5 years of experience in overall customer experience management areas.
• Membership in a professional body such as CAZ or MAZ will be an added advantage.
• Excellent presentation skills.
• Project and event management skills.
• Knowledge of customer service practices.
• Ability to plan and prioritize heavy workloads and meet deadlines.

Other

How to Apply

Interested candidates should submit applications, accompanied by a detailed resume no later than 05 September 2024. All applications should be emailed to: careers@afcholdings.co.zw, indicating the position you are applying for as your E-mail Subject Reference.

NB: Only shortlisted applicants will be responded to.