erpSOFTapp is looking for a Customer Experience Manager to support our Project Manager in delivering a high quality customer service to our organisation
erpSOFTapp services include the design, implementation, 24x7 management, and growth of highly available, scalable business systems.
We’re looking for a motivated individual to support the Project Manager in delivering high quality customer service to our organisation. You will use insight and data to prioritise needs, identify how we can improve the customer experience, lead on defining end-to-end the customers project and support journey whilst mapping the programmes and services we offer.
This is a great opportunity to closely work with senior leaders across the organisation, to develop and implement an integrated customer strategy.
This newly created role calls for a strong leader who will contribute and maintain the overall culture and be part of the managers group by being a role model for erpSOFTapp values, developing client engagement improvement strategies and supporting achievement of corporate performance objectives across departments you will be responsible for.
You will be able to work with complex and detailed information whilst retaining focus on the bigger picture.
Key Accountabilities / Duties:
Excellence
To lead and embed within the business processes the erpSOFTapp culture to fulfil the Customer Experience Objectives.
Act as the primary liaison between the business and the IT team to create an improved service experience for our customers and efficient ways of working.
Ensure key stakeholders understand, support and buy into the vision.
You will advise/recommend action to the Executive Team to enhance our service and our customer offer
You will have full ownership of key performance indicators relevant to particular stages of customer engagement, providing timely and accurate KPI updates to numerous stakeholders including forward looking plans.
You will ensure continuous improvement is sought and any changes are driven using customer feedback.
Ensuring that the customers perception and experience of interacting with erpSOFTapp is optimal at all times.
Contribute to and improving customer focused organisational strategy for client activities that maintain and lead to high quality releases
You will be directly responsible for the outputs and performance of a 3 departments
REQUIREMENTS:
Graduate with proven track record 3 + years experience successfully managing business analyst teams and working in project delivery for clients.
Candidates must possess at least a Bachelor’s/College Degree in Engineering or Social sciences.
Proficiency in English
Strong verbal and written communication skills
Demonstrate a strong understanding of the SDLC process. Experience in Agile/Scrum framework is required.
Operational understanding of internal departments to facilitate customer service objectives
Customer Service Experience is required