Customer Experience ....
Customer Experience Manager
Posted on :
24-02-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2557381
Our client is a Property Technology Company leveraging Technology to disrupt the way we buy rent sell design
construct manage and make decisions on property investments.
In this role you are responsible for overseeing the development and implementation of companywide
initiatives that improve customer relations and brand loyalty and lead efforts to enhance the overall customer
experience manage client relationships and contribute to the success of our property financing solutions.
Summary of Responsibilities
Client Relationship Management:
Build and maintain strong relationships with clients acting as a trusted advisor and the main point of contact
for their property financing needs.
Proactively engage with clients to understand their goals and provide personalized service.
Customer Journey Mapping:
Map the endtoend customer journey identifying key touchpoints and opportunities for improvement.
Collaborate with crossfunctional teams to enhance the overall customer experience.
Client Onboarding and Training:
Oversee the onboarding process for new clients ensuring a smooth transition and a comprehensive
understanding of our property financing technology.
Provide training and educational resources to clients to optimize their use of our solutions.
Issue Resolution and Escalation:
Address client concerns and issues promptly and professionally coordinating with internal teams to ensure timely resolution.
Implement effective escalation procedures to handle complex issues and ensure client satisfaction.
Client Feedback and Surveys:
Develop and implement client feedback mechanisms including surveys and feedback sessions.
Analyze feedback data to identify trends and areas for improvement in the customer experience.
Continuous Improvement Initiatives:
Initiate and lead continuous improvement initiatives to enhance processes workflows and overall customer
satisfaction.
Implement best practices for delivering outstanding customer service.
Communication and Education:
Regularly communicate updates new features and best practices to clients.
Create educational content and resources to empower clients in maximizing the value of our property
financing technology.
Requirements
First degree in Marketing Business Administration or any relevant discipline
Minimum of 5 years proven experience in a similar role
Strong interpersonal and communication skills
Analytical mindset with the ability to interpret and analyze customer feedback data
Familiarity with property financing mortgage processes and financial technology
First degree in Marketing, Business Administration, or any relevant discipline Minimum of 5 years proven experience in a similar role Strong interpersonal and communication skills Analytical mindset with the ability to interpret and analyze customer feedback data Familiarity with property financing, mortgage processes, and financial technology
Employment Type
Full Time
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