Customer Engagement Manager at Greenlight Planet April, 2022

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Department: EasyBuy Direct Sales
Reporting To: Customer Engagement Manager, Africa

Job Description
The group you’ll be a part of:

  • The Customer Engagement Manager – Nigeria will lead and work intently with the decision middle group with a imaginative and prescient in making certain that the efficiency KPIs are revered and in return provide help in administration and coaching with the help of the client engagement officers.

Job Responsibilities
What you’ll be anticipated to do:

  • Set up work fashions, targets and metrics of labor for the Customer Engagement Team.
  • Ensuring briefings are held with the client engagement group to share their expectations.
  • Ensure each day, weekly and month-to-month reporting on all outbound calls and efficiency in opposition to KPIs.
  • Closely monitor, and monitor efficiency and SLAs associated to the credit score and finance and welcome groups are as much as requirements with an understanding that they type a part of the important strains of enterprise for the group.
  • Consolidate and validate coaching and improvement necessities to the client engagement group.
  • Continuously coach and mentor the group.
  • Hold one-on-one discussions with group members to allow concentrate on particular person points that have an effect on efficiency.
  • Manage employees disciplinary points the place teaching and coaching have failed to attain the specified improve in efficiency.
  • Document all absences and guarantee information are up to date on obtainable programs.
  • Drive a customer-centric tradition throughout the group.
  • Monitor, monitor and report on the viability of labor assets, working programs and work instruments on distant capabilities.
  • Manage and Evaluate efficiency value determinations for Nigeria buyer engagement capabilities.
  • Leads and motivates employees and workforce – constructing a high performing operational group and instilling a tradition of accountability, outcomes and adaptability with a view to meet/exceed buyer expectations. Target is to allow managers main their groups independently, with a excessive diploma of collaboration and inside a competence-based community.
  • Close collaboration with different capabilities (e.g operations, finance, HR, gross sales group) inside the Nigeria market and forming platforms for collaboration of the respective groups.
  • Evaluate and optimize the workforce to make sure we’ve got the fitting abilities, organizational construction, capability and high quality to ship finest in school help to all clients throughout all engagement enterprise strains and merchandise.
  • Outline and handle the capabilities inside the name middle group to trade expectations.
  • Guide and mentor buyer engagement officers by coaching and mentorship programmes.
  • Ensure Peak occasions and Nigeria engagement metrics are as par the market requirements.

You could be a robust candidate if you happen to:

  • Have a Bachelor / HND Degree from any Higher Accredited Higher Insitution
  • 3 years plus expertise of managing operational buyer engagement groups at a group supervisor function.
  • Must be a group participant, affected person and other people centric as you can be coping with a extremely expert and conversant group.
  • Have eager analytical and analysis talents i.e You’re Are extremely analytical and in a position to translate buyer suggestions into knowledge, and buyer concepts into product suggestions.
  • Demonstrate capacity to encourage and talk with others in any respect ranges.
  • Influential relationships abilities and in a position to make use of these relationships to ship engagement enhancements.
  • Excellent communication and negotiation abilities.
  • Strong organizational abilities make sure you’re on high of each comply with up and nothing falls by the cracks.
  • Ability to work properly and mentor culturally numerous expert groups.
  • Good with employees engagement and group motivation ideas that may increase employees morale.

What We Offer (along with compensation and statutory advantages)

  • An alternative to develop as an expert in a dynamic, quick rising, excessive influence trade;
  • The probability to work in an open minded, collaborative tradition surrounded by enthusiastic Greenlighters who’re pushed by the problem of constantly innovating and rising a sensible, sustainable enterprise with profound influence on the world;  
  • A really multicultural expertise: you’ll have the possibility to work with and study from individuals from totally different geographies, nationalities, and backgrounds. 
  • Structured, tailor-made studying and improvement packages that allow you to turn out to be a greater chief, supervisor, {and professional} by the Greenlight Academy.

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