Head, Customer Experience Advisory
Job opening: customer service jobs, jobs in Lagos, Nigeria
Divitiae Ltd, on behalf of a leading Customer Experience Company (the Hiring Company), is looking for a strategy consultant with proven consulting experience who will head the Hiring Company's Customer Experience Advisory unit. The role is a senior leadership one, reporting to the Managing Director. As a member of the Leadership team, the areas of focus are:Provision of insightful and strategic thought leadership, industry experience, analysis and expert advice to clients on superior and revenue enhancing customer experience strategies Efficiency of implemented solutions Growth and effective management of the Customer Experience Advisory Business Financial Dimension: Revenue Growth and cost efficiency.Relationship Dimension: Develop new and manage existing business relationships Manage a team of analysts Collaborate with other unit heads on ProjectsLeadership Dimension:Shape and drive the Hiring Company’s Business Strategy Membership of the Hiring Company’s Management CommitteeAttendance at Board MeetingsPeople Leadership Key Responsibilities:Client Engagement and Management:Win new businessesInitiate and drive initial meetings with the Client’s management team to establish the requirements of the advisory project, define project standards, goals, budgets and deadlinesPreserve existing and grow new client relationships Provide the strategic thinking for and lead the delivery of excellent Customer Experience Advisory to clients:Understand the Client’s strategic objectivesConduct an audit of client’s current strategy in order to clarify and define strategic and operational problemsCollect, analyse and interpret data and assess the pros and cons of possible strategic options in service of actualising client’s objectivesRecommend strategic options to the client and facilitate the selection of the optimal solution Prepare a strategic plan for the optimal solutionCollaborate with other unit heads to implement the agreed solutionDevelop change management approaches that will facilitate the effective implementation of desired transformation in the client organisationMonitor and measure efficacy of implemented solutionsCreate Industry specific insight: Conduct objective research on industry specific market trends, competitors, product demands etc. that will allow clients/users make informed industry specific decisionsProject management: create and institutionalise an efficient project management and reporting system to ensure service quality and compliance with objectives, budget, deadlines, client and regulatory requirementsPeople Leadership: Organise and manage project team members to ensure tasks and responsibilities are delivered according to predefined quality standards and in a timely mannerCoach and develop the Advisory teamView Full details and apply through Ngcareers go to https://ngcareers.com/g/65901
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