• Application Deadline:
• Position: Customer Experience Manager


• Job Type Full Time


• Qualification BA/BSc/HND , MBA/MSc/MA


• Experience


• Location Lagos


• Job Field Customer Care 
  

Job Summary:

• The Job holder would be responsible for enhancing the overall satisfaction and engagement of students, parents, and other stakeholders.


• This position is responsible for creating and maintaining a positive and seamless customer experience throughout the student lifecycle, from prospective students first inquiries to alumni engagement.


• The Customer Experience Manager will collaborate with various departments to ensure that all interactions with the university are consistently exceptional.

Key Responsibilities:

• Develop and implement strategies to engage prospective and current students, parents, alumni, and other stakeholders.


• Establish and maintain strong relationships with these groups to gather feedback and understand their needs and concerns.


• Analyse and streamline enrolment and student services processes to enhance efficiency and effectiveness.


• Identify pain points in the student journey and work with relevant departments to resolve them.


• Create and oversee communication plans that provide clear and consistent information to students and parents at all stages of their journey.


• Ensure that communication channels are open, responsive, and user-friendly.


• Develop training programs for university staff involved in student interactions to ensure they provide a consistent and high-quality experience.


• Collaborate with other departments to promote a culture of customer-centricity.


• Utilize data analytics to measure and assess the effectiveness of customer experience initiatives.


• Make data-driven recommendations for improvements.


• Implement a feedback system for stakeholders to express their opinions and concerns.


• Use feedback to drive improvements and address issues promptly.


• Organize events and activities that enhance the universitys relationship with students and alumni.


• Coordinate campus visits, orientation programs, and alumni reunions.


• Manage the budget allocated for customer experience initiatives, ensuring resources are allocated effectively.


• Identify and implement technology solutions that enhance the overall customer experience, such as CRM systems, chatbots, or mobile apps.


• Prepare regular reports on customer satisfaction and engagement metrics for university leadership.

Requirements

• Bachelors degree in a relevant field (Masters degree will be an added advantage).


• Proven experience in customer experience management, preferably in a higher education setting.


• Strong communication and interpersonal skills.


• Analytical mindset with proficiency in data analysis tools.


• Project management skills.


• Ability to collaborate with diverse teams and stakeholders.


• Knowledge of enrolment and student services processes in a university setting will be an added advantage.