Customer Success Manager at Alpha Mead Group

Customer Success Manager | Alpha Mead Group | Location: Lagos, Nigeria Full-time

Job Description

  • Manage the day-to-day running of the Customer Experience Centre for business development, leading the key strategic pillars of Telemarketing, Help Desk Management and Customer Lifetime Value (CLV). 
  • Co-ordinate the activities of the unit, optimize the investment in technology and drive adoption and acceleration.
  • Manage the business automation processes of the unit
  • Improve customer service experience, engage customers and facilitate organic growth
  • Manage the Telemarketing Programme of the company efficiently and effectively.
  • Manage and setting up (if required) processes and systems to manage customers’ requests and feedback to increase satisfaction.  
  • Lead and develop customer relationship programmes, systems, initiatives, etc to increase and improve Customer Lifetime Value. 
  • Develop customer orientation programmes that will entrench the “We Care…” essence of the company in employees and stakeholders. 
  • Managing the process of Customer Satisfaction and Engagement for the company and advising the company on planned programmes of improvement and remedy.
  • Keep accurate records and document customer service actions and discussions
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets

Qualifications

  • A first degree in a relevant field 
  • Minimum of 4 years of experience as a Customer Experience Manager 
  • Understanding and proficiency in business automation processes
  • Proficiency in use of CRM/Request Management Software for sale and request management. 
  • Understanding of trends, and developments in Customer Relations and ability to train and grow a team. 
  • Excellent verbal & phone communication skills, with active listening 
  • Excellent relationship management skills and highly developed emotional intelligence 
  • Experience working in or interfacing with sales and marketing functions is highly desired. 

Additional Information

  • Strong leadership skills
  • Proficient in MS Office
  • Attention to details

Application Closing Date
Not Specified

Method of Application
Interested and qualified candidates should:
Click here to apply