The key focus of this role is to create a customer-centric culture by ensuring JFL’s customers have the best possible experience of our products and service and transform them into customers for live. The CSM will lead the Customer Service Team to ensure that JFL is always responsive to our customers, understands their needs and where possible exceeds their expectations. The CSM will work closely with the Marketing and Sales team to develop customer-centric products and ensure positive relationships are built with both individual and business customers.
This role will report to:
Key duties and responsibilities will include:
Collaborate closely with Sales, Marketing and other Team Heads to ensure that the organisation maintains a customer-centric focus and in order to ensure the customer experience of JFL exceeds their expectations
Develop and track the metrics to measure how well the company delivers against customer expectations
Ensure that the CSM team identify and solve customer problems in an effective and timely manner throughout the customer lifecycle
Ensure that the CSM team engage in customer dialogue and actions which will inform and drive CMO’s best practices, so that they continue to meet evolving customer needs
Build the CSM team into an effective customer advocate team
Proactive management of customers’ experience post installation, to ensure that customer delight is nurtured and further cultivated
Work in close collaboration with the Marketing Team – and the Customer Marketing Manager in particular – in order to support their activities by:
Identifying potential advocates and referenceable customers
Providing customer feedback on products, marketing materials and their overall experience
Identifying candidates for case studies, testimonials and speaking opportunities
Creating blog posts and other content that helps educate customers and general leads for marketing
Promoting customer events arranged by the Marketing team
Lead the development and implementation of customer renewal programme, in order to maximise CMO’s customer retention and growth rates
Pro-actively engage in providing input for continuous improvement in order to optimize business processes
Any other tasks and duties that might reasonably be required of you
Qualifications and Experience:
3+ years of relevant CSM experience, preferably in the telecoms industry
Proficient in MS Software suite
Experience of leading a customer service team, or equivalent team management
Familiarity working with both business clients and consumers
A first degree or equivalent
Relevant experience, indicating that the candidate can:
Excellent written and verbal communication skills.
Detail oriented and analytical.
Excellent people skills
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
A general ability to use learn and use a variety of software/apps/digital media