Customer Experience Manager

DawaSwift is the leading mobile technology and data science company that delivers medicine from local pharmacies to patients' homes through a tight network of local drivers/riders and also gives small medical loans to patients on its mobile app. With headquarters on the internet and office presence in Toronto and Montreal (Canada) and Nairobi (Kenya), DawaSwift is creating the world's widest network of local pharmacies to serve local patients through an AI powered web platform that also connects them with local drivers to facilitate deliveries of medical products in real-time.

Responsibilities:

Create and implement policies and procedures in conjunction with other CX leadership
Establish and implement customer engagement processes and communications
Help define brand voice with marketing and integrate into CX practices
Set India CX team goals and establish consistent, accurate, timely reporting on key individual and team metrics
Source, chart and analyze data to support company goals and maximize team effort
Drive a passionate, customer-centric culture within the team; partner cross-functionally and influence product roadmap to positively impact customer experience
Train and support customer experience advocates and accounts receivable specialists, and team leads to deliver best in class service by developing proper standards, policies and procedures, and customer interactions
Budget and plan staffing requirements and projections

Requirements:
10+ years of Customer Service management experience; experience designing customer engagement processes and proven ability to roll-up sleeves to ensure a great customer experience
2+ year working in a digital B2C product space (ideally web or app-based ecommerce or finance)
Proven ability to lead a Customer Experience team: ability to deploy set standards, procedures and policies; proven success with staff training/coaching, Quality Assurance, business process improvement, and workforce planning; exceptional communication skills
Expertise utilizing data to make decisions and drive management decisions; strong demonstrated analytical/business reporting experience (Excel, SQL, other biz. reporting tools)
Experience working cross-functionally with marketing within community management and driving brand values in customer support
Fluent written and spoken English and Hindi

Preferred Skills & Experience:
Ability to manage a CRM (Zendesk preferred) and Telephony system or contact center management experience
Knowledge of the financial services industry (Know Your Customer, financial compliance, etc.) and understanding of consumer lending
Project management skills, ideally Six Sigma training
Experience working with an international team
Comfortable with ambiguity

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Get in touch

Toronto
North Building, 175 Bloor St E, Toronto, Ontario M4W 3R8, Canada.

Nairobi : 16 Upper Hill, Nairobi, Nairobi 00100, Kenya.

+1 (514) 638-9364
+254712002975

Connect

Connect

Toronto
North Building, 175 Bloor St E, Toronto, Ontario M4W 3R8, Canada.

+1 (514) 638-9364

Nairobi
16 Upper Hill, Nairobi, Nairobi 00100, Kenya.

+254712002975

© 2019 DawaSwift