Client Experience Manager

• At least five 5 years active experience managing operations and service delivery in customers environment of complex multidiscipline nature.
• At least two 2 years program management experience implementing complex multi-disciplined projects. Project manager exposure or having managed projects.
• At least two 2 years’ experience leading multicultural teams in a service delivery environment.
• Understanding and exposure to service management tools as well as monitoring tools.
• Proficiency in MS Office suite with Power BI an added advantage.

• Take accountability for overall service delivery and customer experience.
• Build strong customer relationships and with all delivery organizations, internal and external.
• Accountable to manage service delivery organizations and their contractual obligations. Address without delay, performance issues when they arise.
• Take accountability for the financial wellbeing of the account.
• Develop and implement strategies to ensure customer relationship and end-to-end services delivered is of high standard and foster positive customer experience.
• Define operational processes in line with developed strategies to support meeting a positive customer experience outcome. Ensure such operations aligns to +Onex process and procedures.
• Continuously review training requirements and facilitate further training identified for allocated staff to ensure they remain current in expertise required to fulfil their required duties.
• Manage and oversee standards of customer solutions and the professional implementation thereof. Where required manage projects to ensure successful implementation and customer satisfaction is achieved. Always perform a program manager role when projects are to be implemented in the customers environment and set the required format and standards in collaboration with the technical teams.
• Continuously review and assess operational trends in the customer environment, identify areas needing improvement and in collaboration with the appropriate technical teams launch an applicable CSI (Customer Service Improvement) project.
• Manage and compile the required reporting requirements, SLA and other report delivery obligations as required and directed.

• Post Graduate Degree/Diploma in Electronics / Communications sector.
• ITIL Practitioner / Manager
• Leadership Training
• Proficient in-Service Management Tools

Plus1X Solutions (Pty) Ltd