The Customer Experience Lead will support the implementation of the customer service strategy and support the processed chicken business experience end to end.
KEY RESPONSIBILITIES:
- Support the development and execution of the customer service strategy.
- Transform KENCHIC’s Customer Services (Order Creation to Delivery and Return processes) with the aim of placing the Customer at the heart of our business.
- Design a world-class Order Creation for Delivery and Return processes and work with other departments to ensure the customer onboarding is comprehensive, seamless, and well organized. 4. Develop and implement customer demand planning/forecasting strategies and processes that promote customer satisfaction and retention in line with the overall trade & distribution strategy. 5. Develop and implement product quality checks post-production and reduce operating costs by minimizing stock returns from trade due to order
errors. - Ensure operational excellence by ensuring distribution effectiveness, efficiencies, and optimal price through our evolving RTC model.
- Effectively manage and resolve complaints as per complaint management timelines.
- Gather customer feedback, develop root cause analysis (RCA’s), and provide corrective action whilst ensuring theimplementation of all recommendations. 9. Develop and implement customer service policy & standards and service charter.
10.Champion standardization of customer service across all departments and work with HoDs to ensure service gaps and pain points raised by frontline staff are addressed. - Develop and facilitate internal customer service and soft skills training.
- Effectively utilize the CRM system to develop and implement customer satisfaction and retention strategies.
- Lead, manage and develop a high-performing team.
At least 6 years’ relevant Customer Service experience with at least 2 years managing people.
Membership to a professional body.
How to apply:
Email your CV and relevant documents to [email protected] with the subject “Customer Service Lead” by close of business Wednesday 12th July 2023.
