Job Description

Job Overview
You will be a key leader responsible for shaping and enhancing the overall
customer experience journey. This pivotal role involves overseeing and implementing strategies to ensure that every interaction our customers
have with our real estate services is exceptional. You will lead a dedicated team, driving a customer-centric culture and ensuring that the company
maintains its reputation for delivering high-quality service in the real estate industry.


Primary Responsibilities and Key Performance Indicators:

Customer Experience Strategy:
▪ Develop and implement a comprehensive customer experience strategy aligned with the company's overall objectives.
▪ Continuously assess and analyze customer feedback and market trends to identify
opportunities for improvement.

Team Leadership:
▪ Lead and inspire a dynamic team of customer service professionals.
▪ Foster a culture of excellence, teamwork, and continuous improvement.
▪ Provide guidance, mentorship, and training to ensure the team consistently delivers exceptional service.

Process Optimization:
▪ Streamline and optimize customer-facing processes to enhance efficiency and effectiveness.
▪ Collaborate with cross-functional teams to implement improvements that positively impact the customer journey.

Customer Engagement:
▪ Develop and maintain strong relationships with key customers, addressing their needs and concerns proactively.
▪ Implement initiatives to increase customer engagement, loyalty, and satisfaction.

Data Analysis and Reporting:
▪ Utilize data analytics to measure and evaluate customer experience metrics.
▪ Prepare and present regular reports to senior management, highlighting key performance
indicators and areas for improvement.
Technology Integration:
▪ Identify and implement relevant technologies to enhance customer interactions and streamline processes.
▪ Stay abreast of industry trends and innovations to ensure the company remains at the forefront of customer experience technology.

Compliance and Quality Assurance:
▪ Ensure that all customer interactions comply with industry regulations and company standards.
▪ Implement quality assurance measures to maintain consistently high service standards.

Key Performance Indicators
1. Customer Satisfaction Score (CSAT):
* Maintain a CSAT score of at least 90%, indicating a high level of customer satisfaction
with the company's services.
2. Net Promoter Score (NPS):
* Achieve and sustain a positive NPS, aiming for a score above 30, demonstrating
customers' likelihood to recommend us.
3. Resolution Time:
* Ensure that customer issues and inquiries are resolved efficiently, with a target average resolution time not exceeding [24] hours/days.
4. First Contact Resolution (FCR):
* Strive for a FCR rate of 80% or higher, indicating the ability to address and resolve
customer concerns in the first interaction.
5. Customer Retention Rate:
* Maintain a customer retention rate of at least 85%, measuring the ability to retain
customers over a specified period.
6. Employee Engagement:
* Monitor and improve the employee engagement score within the customer experience
team, aiming for a rate above [50]%.
7. Process Efficiency:
* Implement improvements that result in a [50]% increase in process efficiency within
the customer experience department.
8. Technology Adoption:
* Ensure successful integration and utilization of customer experience technologies, with a target adoption rate of [20]% within the first [12] months.
9. Training Effectiveness:
* Measure the impact of training programs on customer service performance, aiming for a [30]% improvement in key competencies.
10. Compliance Adherence:
* Maintain a 100% adherence to industry regulations and company standards, ensuring
all customer interactions are compliant.
11. Customer Feedback Response Rate:
* Achieve a response rate of at least 95% for customer feedback, demonstrating
attentiveness and a commitment to continuous improvement.
12. Strategic Initiatives Implementation:
* Successfully implement [4] strategic initiatives aligned with the customer experience
strategy within the specified timeframe.
13. Cross-Functional Collaboration:
* Foster collaboration with other departments, as evidenced by successful completion of at least [10] cross-functional projects annually.
14. Market Share Growth:
* Contribute to the growth of Brit Properties' market share by [15]% through positive
customer experiences and increased customer loyalty.
15. Innovation in Customer Experience:
* Introduce at least [2] innovative initiatives or technologies within the customer experience function to stay ahead of industry trends.
Note: There will be added responsibilities as the need arises.

Qualifications, Experience, Skills &Competencies
* Bachelor’s degree in Business Administration, Marketing, Customer Experience Management,
Communications, or a related field.
* Minimum of 3–5 years of progressive experience in customer experience, customer service, service quality, or related roles.
* Experience working in service-oriented industries (e.g., real estate, banking, telecoms, hospitality,
FMCG, or professional services) is an advantage.
* Proven experience in a leadership role focused on customer experience, preferably in the real estate
industry.
Competencies and Skills
* Excellent Communication Skills (Written and verbal) and good use of Microsoft tools.
* Excellent business writing skills and excellent planning and organizing skills.
* Ability to identify potential clients and close deals.
* Proficiency in CRM systems, customer feedback tools, and reporting platforms
* Interpersonal skills and the ability to manage people effectively.
* Excellent work ethics application.
* High emotional intelligence and empathy.

Section D (Key Performance Metrics)
Performance Area Performance Measures/Indicators Customer Satisfaction Customer Satisfaction Score (CSAT) Customer Loyalty Net Promoter Score (NPS) Timely Issue Resolution Resolution Time
First Contact Resolution First Contact Resolution (FCR) Customer Retention Customer Retention Rate Employee Engagement Employee Engagement Score Process Efficiency Process Efficiency Improvement Technology Adoption Adoption Rate of CX Technologies Training Effectiveness Improvement in Key Competencies Compliance Adherence
Compliance with Regulations and Standards Customer Feedback Responsiveness Customer Feedback Response Rate Strategic Initiatives
Implementation Successful Implementation of Strategic
Initiatives Cross-Functional
Collaboration Completion of Cross-Functional Projects Market Share Growth Contribution to Market Share Growth Innovation in Customer
Experience Introduction of Innovative Initiatives or
Technologies Reporting
Submit monthly regular reports to the MD Provide actionable insights and recommendations based on data.

Self-Development
Pursue ongoing education and
professional development.
Stay up-to-date with industry trends and best practices.

Introduce at least 2 innovations
Submit reports on time, at
regular intervals.
Attend at least one training or
conference per year.
Continuously improve
technical skills