Customer Experience Manager

Responsibilities:

• Developing and implementing strategies to enhance the student experience, from the admissions process to graduation and beyond.
  
• Collaborating with faculty and staff to create a positive and supportive learning environment for students.
• Ensuring that parents are informed and engaged throughout their child's education, including through regular communication and feedback mechanisms.
• Managing customer service teams, such as the admissions office, student services, and the registrar's office, and ensuring they provide high-quality support to students and parents.
• Analysing student and parent feedback to identify areas for improvement and implementing solutions to enhance the overall customer experience.
• Monitoring and reporting on key customer experiences metrics, such as student satisfaction and parent engagement.
• Developing and implementing communication strategies to improve the school's reputation and attract new students and families.
  
• Developing and implementing customer experience strategies and initiatives that align with
  
• the company's goals and values.

Key Performance Indicators:

• Student Satisfaction Score: This measures students' overall satisfaction with their school experience. It can be measured through surveys, focus groups, or other feedback mechanisms.
• Parent Engagement Score: This measures the level of engagement of parents in their child's education and their satisfaction with the school's communication and support mechanisms.
• Net Promoter Score (NPS): This measures the likelihood of students and parents recommending the school to others. It can be measured through surveys or other feedback mechanisms.
• Student Retention Rate: This measures the percentage of students who continue their education at the school year after year. A high retention rate indicates that students are satisfied with their experience and see value in continuing their education at the school.
• Admissions Yield Rate: This measures the percentage of students who are offered admission to the school and accept the offer. A high yield rate indicates that the school is attracting and retaining high-quality students.
• Faculty and Staff Retention Rate: This measures the percentage of faculty and staff who continue to work at the school year after year. A high retention rate indicates that the school provides a positive work environment and supportive culture.
• Customer Service Response Time: This measures the time the customer service team takes to respond to student and parent inquiries or requests. A shorter response time indicates that the school provides timely and practical customer support.

Requirements:

• Minimum academic qualification of  Bachelor's degree in business administration, marketing, or communication.
  
• A Master's degree is an added advantage.
  
• Minimum of 3-5 years of experience in customer service, sales, or marketing.
• Experience in managing a team or leading a customer service department is preferred.
• Track record of over-achieving quota
  
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively.

Remuneration: NGN 150,000 - NGN 200,000 monthly.