Customer Experience Manager

at  erpSOFTapp

erpSOFTapp is a business consultancy company that believes in the disruptive power of using Odoo Enterprise Resource Planning. We are passionate about improving your business operations and your productivity. Our main focus is ensuring our clients can maximise their investment on a scalable platform like Odoo ERP.
We are recruiting to fill the position below:

JOB POSITION: CUSTOMER EXPERIENCE MANAGER

Job Location: Yaba, Lagos
Employment Type: Full-time

REQUIREMENTS

• Graduate with proven track record 3 + years of 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

• 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