Customer Experience Manager

SUMMARY :

As the Customer Experience Manager for our Logistics Control Center, you will play a pivotal role in ensuring a seamless and positive experience for our 5500 motorbike delivery drivers. Reporting to the Head of Customer Experience, you will collaborate closely with Team Leads and logistics controllers to address operational challenges, manage incid...

POSITION INFO :

As the Customer Experience Manager for our Control Center, you will play a pivotal role in ensuring a seamless and positive experience for our 5500 motorbike delivery drivers. Reporting to the Head of Customer Experience, you will collaborate closely with Team Leads and logistics controllers to address operational challenges, manage incidents effectively, and drive continuous improvement initiatives. Your primary focus will be on enhancing the overall customer experience by maintaining a high level of service quality and efficiencyAct as a customer advocate within the organization, ensuring that customer needs and concerns are addressed promptly.Implement strategies to enhance overall customer satisfaction and loyalty.Contribute on weekly headcount planning session pointing out areas of concern supported by analysis Resolving poor driver attendance with the Ops Managers team.Measure types of exceptions putting corrective action in placeIdentify network needs to reduce exceptionsAssist TL team to ensure smooth daily operational flow of ordersProvide guidance and support to logistics controllers in optimizing routes, schedules, and resource allocationProactively identify areas for improvement in operational processes and customer service workflows.Collaborate with cross-functional teams to implement enhancements and drive efficiencyConduct regular meetings to discuss challenges, share insights, and strategize on improvements.Develop and monitor key performance indicators (KPIs) related to customer experience and operational efficiency.Generate regular reports to track and communicate performance trends and improvements.Analyze customer feedback and operational data to recommend and implement improvementsLead and coordinate the response to critical incidents affecting motorbike delivery operations.Following the correct escalations process on escalated queriesTaking ownership of post incident analysis, including root cause analysis and solution / prevention recommendations to the Head of Customer Experience.Comprehensive understanding of all tools and Systems Effective application of all tools and systems.Provide regular feedback on systems improvements and / or challenges to help drive system improvements.Troubleshoot driver and system related technical issues and provide comprehensive insight and feedbackEffective Workforce Planning to ensure efficient capacity to meet operational demands. Staff time and attendance overtime signoffQC KPI reviews spot checksLeave planningFoster strong partnerships with Team Leads, logistics controllers, and other relevant stakeholders.Identify training needs for logistics controllers and other staff to improve customer service skills.Facilitate training sessions on customer-centric practices and operational excellence.Tertiary Qualification in Logistics / Business Management / Business Administration or equivalent 5 years of experience in a logistics or customer experience roleComputer literate - Good typing skills, comfortable using Microsoft Word and Excel