Alternate Job Titles
Head of Customer Experience, Head of Customer Success, Customer Experience Lead
Job Level
Managerial
Functional Group
Digital Media Customer Relationship Management
Job Family
Business
Job Description
- Drive customer satisfaction, retention, and long-term value through strategic engagement initiatives.
- Create and deploy maps of the customer journey to find opportunities.
- Create client onboarding programmes, oversees the entire process, collaborates with customers to identify important benchmarks, and celebrates milestone accomplishments.
- Create customer experience plans to increase client loyalty and satisfaction.
- Collaborate with clients to understand their usage and satisfaction levels, develops strategies to address challenges, and helps them maximize the value of the company’s products and services.
- Analyse customer data to find chances for upselling and cross-selling while also improving the customer experience and happiness.
- Conduct on-site visits to customer locations as needed to build rapport, strengthen relationships, and better understand client needs.
- Oversee issue resolution and client service.
- Collaborate with other functional teams to deliver services and experiences consistently.
- Leverage Customer Experience Management (CXM) platforms (e.g., Salesforce Experience
Cloud, Qualtrics, Adobe Experience Manager) to monitor customer sentiment, personalize
interactions, and drive data-driven improvements. - Design and execute loyalty programs and customer retention initiatives that increase repeat engagement, brand advocacy, and customer lifetime value (CLV).
Critical Work Function
Customer Success Strategy Implementation
- Create projects and plans that will increase lifetime value, retention, and customer satisfaction.
- Create service level agreements with several departments to make implementation, feedback, and cooperation easier.
- To gain insights, analyse the operating environment, technological advancements, and customer feedback.
- Establish goals and key performance indicators to track development and customer success.
- Oversee customer service via a variety of channels.
- Oversee the tracking and settlement of incidents.
Client Onboarding
- Oversee the customer onboarding procedure and make suggestions to enhance the service delivery and provisioning process.
- Establish the goals and metrics for the customer onboarding procedure.
- Create and oversee the execution of customer onboarding initiatives.
- Involve clients in the onboarding process to recognise and resolve issues, help, gather input, and comprehend their needs.
- Assess the client onboarding process’s effectiveness and acknowledge accomplishments.
- Lead the design, implementation, and optimization of the entire customer journey — from awareness and acquisition through onboarding, engagement, retention, and advocacy.
- Ensure every customer interaction is consistent, meaningful, and personalized by leveraging customer data, behavioural insights, and segmentation.
- Work cross-functionally with marketing, sales, service, and product teams to align messaging, automate relevant touchpoints and deliver seamless omnichannel experiences tailored to individual needs and preferences.
Customer Value Realisation
- Assess client satisfaction and go over areas that could use improvement.
- Create ways to deal with problems and underuse them better to provide clients with more value.
- Produce instructional materials and case studies of customer success for internal teams and clients.
- Hold customer sharing sessions on best
practices for the industry. - Examine client data to enhance consumer pleasure, engagement, and experience with the company’s goods and services.
- Involve clients in understanding the issues facing their company and the factors that could affect growth and performance in the future.
- Refer technical concerns about goods and services to the appropriate technical teams so they can be resolved.
Customer Lifetime Value Optimisation
- Determine prospects for product and service upselling and cross-selling by analysing the demands, business strategy, and technological maturity of the customer.
- Contribute to the conceptualization of new goods and services and raise the perceived worth of already-available goods and services.
- Offer suggestions to the sales team for obtaining contract extensions and renewals.
- Oversee the pipeline and renewal sales cycle.
Entry Requirements
#1
Customer Experience Manager
BDQF Level 6 in Marketing, Business Administration, Creative Multimedia, or any related field, and minimum experience of 5 years OR
BDQF Level 6 in Information Systems, Computer Science or any related field, with related
Marketing or Creative Multimedia certification or possesses relevant portfolio/experience in
Marketing, and minimum experience of 5 years OR
BDQF Level 5 in Marketing, Business Administration, Creative Multimedia, or any related field, with related industry certification or possesses relevant portfolio/ experience minimum of experience of 8 years
Skills & Competencies
Technical Skills
Soft Skills
Recommended Technical Training Courses
Certified Customer Experience Professional (CCXP)
Certified Customer Success Manager (CCSM)
Professional Certified Marketer (PCM) – Customer Value Management
Customer Success Manager Certification (generic)
Salesforce Service Cloud Consultant/ Administrator
Adobe Experience Manager certification