Optimal HR Group on behalf of its client, a leading Energy & Utilities organization, is looking to recruit an experienced Customer Experience Officer.
The Customer Experience Officer will be responsible for planning and monitoring the effectiveness of the Company's customer experience approach, ensuring optimized interaction between the Company and its customers.
Developing and implementing activities useful in improving customer relationship, experience and satisfaction.
Mapping the customer journey, analysing all available information concerning customer insights and expectations so as to identify opportunities to proactively amend and enhance the current processes
Ensuring that each touchpoint across the customer journey is engaging, efficient, and effective and provides consistent customer service
Responsible for designing special actions customer moments, targeting to increase customer satisfaction rates, customer loyalty & retention, CSAT, NPS and to reduce churn.
Systematically monitors the progress of the relevant KPIs and proposes enhancements
Responsible for cascading the agreed customer experience strategy across all company touchpoints (Stores, points of presence, shop in shop, call center, etc)
Systematically monitors the progress of the relevant KPIs, productively utilizes all available information regarding customer trends and satisfaction and proposes alterations to current processes
Analysing quantitative & qualitative results, drives conclusions and designs a roadmap of actions in order to meet customers’ expectations
Defining and driving adoption of best practices around customer engagement in similar industries
Closely working with the company’s IT Department, defines requirement criteria and uses technology to deliver excellent customer experience
Closely working with the Customer Care, Billing & Metering and Collection & Dunning Sections, providing feedback on customer experience and proposes alterations to existing policies and procedures
Closely collaborating with Marketing & Sales Departments, aligns all key stakeholders, ensuring the effective implementation of the customer experience strategy
Participating with the working team for new company projects related to system developments, by proposing system specifications that will enhance customer experience and omni-channel support
Contributing to the Annual Budget, OPEX & CAPEX by providing forecasted figures based on the agreed action plan to achieve business objectives and goals
Directly reporting to the Head of Customer Operations performance via regular and ad-hoc reporting, presenting proposals, results, progress, etc
Degree in Business Administration, Economics, Marketing or relevant discipline (preferably at postgraduate level)
At least 5 years’ experience in a similar position in the services sector
A good overall understanding of the energy industry, trends and products
Good understating of CRM systems
Working commercial experience in a regulated environment
Excellent process-orientation and discipline
Excellent communication and interpersonal skills
Leadership and people management skills
Excellent command of the English language
Excellent presentation skills
Project planning & Project Management skills
Availability for domestic travelling
The company offers an attractive remuneration package and a stable working environment for an extensive professional growth.