Customer Capability Manager - GCC/ITeS

Customer Capability Manager

Key Accountabilities:

- Capability Assessment : Conduct thorough assessments of the organization's current capabilities related to customer experience, including employee skills, processes, systems, and technologies.

- Capability Development : Develop and implement strategies to enhance and build organizational capabilities that directly impact the delivery of exceptional customer experiences.

- Training and Development : Design and complete training programs to upskill and empower employees with the knowledge and skills required to deliver outstanding customer experiences consistently.

- Process Optimization : Find opportunities to streamline processes and workflows to improve efficiency and effectiveness in delivering perfect customer experiences.

- Technology Enablement : Evaluate, select, and implement technologies and tools that support and enhance customer experience initiatives, such as CRM systems, feedback management platforms, and Omni-channel communication solutions.

- Performance Monitoring : Establish metrics and KPIs to monitor and measure the effectiveness of customer experience capabilities, regularly supervising progress and making data-driven decisions to drive continuous improvement.

- Cross-functional Collaboration : Collaborate closely with other departments, such as marketing, sales, product development, and operations, to ensure alignment of capabilities with overall business objectives and customer needs.

- Change Management : Lead change initiatives related to customer experience capability development, ensuring successful adoption and implementation across the organization through effective

- Data Analytics and Reporting : Strong analytical skills and knowledge of data analytics tools to extract insights from customer data, generate reports, and identify patterns and trends that inform decision-making and capability development initiatives.

- Omni-channel Communication Technologies : Understanding of Omni-channel communication technologies, such as chatbots, live chat, SMS, email, and social media platforms, to facilitate seamless and consistent interactions across multiple touchpoints.

- User Experience (UX) Design : Basic understanding of UX principles and methodologies to optimize digital interfaces and touchpoints for intuitive and user-friendly experiences that meet customer needs and preferences.

- Process Mapping and Improvement Tools : Proficiency in process mapping tools and methodologies (e.g., BPMN, Six Sigma) to analyze, streamline, and optimize customer-facing processes for efficiency and effectiveness.

- Customer Journey Mapping : Knowledge of customer journey mapping techniques to visualize and understand the end-to-end customer experience, identifying difficulties, opportunities, and touchpoints for improvement.

- Quality Management Systems : Understanding of quality management systems and methodologies (e.g., ISO standards) to ensure consistency, compliance, and continuous improvement in delivering high-quality customer experiences.

- Project Management Software : Familiarity with project management tools (e.g., Jira, Asana) to plan, complete, and monitor capability development initiatives, ensuring projects are completed on time and within budget.

- Digital Marketing and E-commerce Platforms : Awareness of digital marketing and e-commerce platforms to support customer acquisition, retention, and engagement strategies, aligning customer experience capabilities with marketing objectives.

Qualifications, Competencies & Approach:

Educational Background:

- A bachelor's degree or equivalent experience in business administration, marketing, communications, or a related master's degree or equivalent experience required.

- A master's degree or equivalent experience or professional certifications in customer experience management, such as Certified Customer Experience Professional (CCXP).

- Industry Experience : Significant experience (5+ years) in customer experience management, customer service, marketing, or related fields, preferably within the GCC/ITES sector and an overall experience of 14-20+ years