Ahununu Trading PLC is looking for a dynamic, customer-focused and results-oriented professional to join our Commercial Department as Customer Experience & Engagement Divisions
Key Responsibilities
- Develop and implement the company's Customer Experience and Engagement strategy.
- Lead customer journey mapping and continuously identify opportunities to improve service delivery.
- Establish and monitor customer experience standards, KPIs and service quality measures.
- Oversee customer feedback, complaints and resolution processes, ensuring timely and effective responses.
- Develop customer retention, loyalty and engagement initiatives.
- Analyze customer insights, satisfaction trends and service data to identify improvement opportunities.
- Prepare customer experience reports, dashboards and actionable recommendations for management.
- Work closely with Sales, Marketing, Operations, Finance and IT to deliver a seamless customer experience.
- Establish initiatives that strengthen customer relationships and increase customer loyalty.
- Lead, coach and develop the Customer Experience & Engagement team.
- Ensure continuous improvement of customer-facing processes, policies and procedures.