Customer Experience Operations Manager (CXOM)

Job Summary

The CXOM is responsible for the day-to-day operations and management of the CRM and Wealth Centre teams by providing tactical guidance and overseeing strategic deliverables within the CRM teams and the Wealth Centre.

Job Details

Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels. 

Working closely with the Customer Insights Manager in analysing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience. 

Collaborating with cross-functional teams, such as the Business Units, product development, Digital, Accounts & Operations and the customer support teams, to align customer experience efforts with business goals and objectives. 

Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations. 

Training and educating reporting lines on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization. 

Monitoring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, reviewing regular reports and insights with the Head, CX  

Requirements

Bachelor’s Degree in any social science discipline or any related field 

MBA or M.Sc. is an added advantage. 

Proven experience (2+ years) in a management role focused on customer experience within the capital markets or financial services industry. 

Strong understanding of capital markets products, services, and client segments. 

Demonstrated track record of initiating and supporting successful customer experience strategies that drive measurable results. 

Superb communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with cross-functional teams. 

Certification in Customer Experience Management, such as Certified Customer Experience Professional (CCXP) is a plus. 

Proficiency in using CX tools and software such as CRM platforms  

About Company

Meristem Securities Limited

https://meristemng.com/

<p>We are a capital market conglomerate, that provides a plethora of distinct financial services through a range of products in wealth management, stockbroking, financial advisory, trusteeship, registrars and probate management services. With these offerings we have continued to fulfill our promise of wealth creation, preservation and transfer for all clients.</p>