Customer Experience Manager Job in Kampala - Equity Group Holdings

Shape the Future of Banking in Uganda: Customer Experience Manager

Are you passionate about creating exceptional customer journeys? Equity Group Holdings, a leading financial services provider in East Africa, is seeking a dynamic and experienced Customer Experience Manager to join our team in Kampala, Uganda. This is a senior-level opportunity to drive customer-centric transformation and ensure our clients receive world-class service at every touchpoint.

About the Role

As our Customer Experience Manager, you will be the champion for our customers within Uganda. You will analyse feedback, design seamless processes, and lead initiatives that directly enhance satisfaction and loyalty. Your work will be crucial in maintaining Equity Group's reputation for excellence in the Ugandan market.

Key Responsibilities & Duties

• Develop and implement strategies to improve the overall customer experience across all branches and digital platforms in Uganda.
• Analyse customer feedback, survey data, and service metrics to identify trends and areas for improvement.
• Design and oversee the implementation of new customer service processes and standards.
• Train, coach, and mentor frontline staff on the principles of customer service excellence and relationship management.
• Monitor key customer satisfaction metrics (e.g., Net Promoter Score) and report on performance to senior management.
• Collaborate with various departments (IT, Marketing, Operations) to ensure a unified and positive customer journey.
• Manage and utilise CRM software to track customer interactions and personalise service delivery.
• Handle escalated customer issues and develop protocols for effective resolution.

Requirements & Qualifications

• A Bachelor's degree in Business Administration, Marketing, Commerce, or a related field from a recognised institution.
• Minimum of 5 years of proven experience in customer service, customer experience management, or a similar client-facing role, preferably within the financial services or a related sector in Uganda.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and interpersonal skills, with fluency in English. Knowledge of local languages is a strong advantage.
• Proficiency in using Customer Relationship Management (CRM) software and Microsoft Office Suite.
• Proven leadership abilities and experience in training or team development.

How to Apply

If you are a strategic thinker with a passion for customer excellence and meet the above requirements, we encourage you to apply for this Customer Experience Manager position in Kampala.

Application Deadline: 30th November 2024

To apply, please submit your updated Curriculum Vitae (CV) and a compelling cover letter to: [careers.ug@equitygroupholdings.com](mailto:careers.ug@equitygroupholdings.com)

Equity Group Holdings is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.