Job Summary

The Candidate Experience Manager is in charge of delighting candidates at every stage of the hiring process. In his/her role, he/she will collaborate closely with prospects, candidates, applicants, employees, key business stakeholders, and a team of recruiters to ensure candidates have a positive experience during our recruiting and onboarding process.

Major Functions:

• To provide high quality customer service to customers to ensure smooth flow of inquiries and complaints through effectively managing a team made up of customer service workers.

• The customer experience manager is to motivate, coach, inspire, train and direct the customer service team on the best ways and approach to relate to customers as they attend to their needs.

Key Responsibilities: 

• Manage client relations and service of delivery and managing the sales, research clients and candidate’s needs.

• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.

• Create better modes of operations to make customer service easier for both team members and customers.

• Make provision for a change of mode of operation when the existing one isn’t yielding maximum results.

• Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes.

• Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wanting. 

• Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching.

• Ensure that all services needed by the customer team members are provided and in a good manner to enable smooth flow of operations and customer satisfactions

• Step in to attend to customers that are proving difficult to team members and resolve their complaints. 

• Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor

• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.

• Serve as the middleman between the customer engagement manager and the account executive team members to ensure smooth communication and settling of grievances that may arise in the course of work.

• Disseminating and assiging  Clients and responsibilities to the subordinate and follwong up on the progress.

• Providing direction and strategy in identification of potential companies based on the sales plan and ensuring the implementation.

• Ensuring the team have properly recorded data and tracking the progress of the sales plan.

• Identifying potential Clients and devising strategy on reaching and introducing prodcuts to the Clients

• Developing Client Database and Ensuring the Databae is updated 

• Managing the Client Relation Tools such as Zoho and ensuring Client Relation Management is updated and data have been correctly entered.

• Reporting Weekly and Monthly on the progress of the sales and analyzing the sales data,

Supervisory Role 

• Managing the performance of the Sales team and ensuring the team are aligned with the sales plan and strategy

• Providing direction to the sales team and supporting the team in achieving the sales target.

• Evaluating the performance of the account managers and providing direction on their performance.

• Coordinating the Sales activity in In house and Outdoors.

Customer relation Management

• Building client relation with key customers and cultivating the relation to add value to the business.

• Ensuring  relationship with Client are sustainable.

• Following up with the renewal of  subscription.

Job Category:  Part of Customer Engagement  

Reporting Relationship: Report to Customer Engagement Manager

Job Requirements

Qualification: 

Requirement

•  BA Degree in Management, Marketing and related filed of study

•  5 – 10 years’ Experience working in Sales, Client Management and Account Management

• Experience working in Business to Business environment (client relation) 

•  Experience in supervising Employees

Core Competencies 

• Communication Skill

• Interpersonal Skill

• Team Management

• Planning and organizing skill

• Client relation

• Candidate Relation

• Sales and marketing 

• Data analysis 

Performance Evaluation Category

• Monthly Targets 

• Option to grow to Customer engagement Manager

How to Apply

Interested and Qualified applicants can apply with CLICK HERE