Customer Experience Manager - H/F
L'entreprise
We are a company specialized in the field of Human Resources Management (HRM). We offer optimized solutions in recruitment, staffing (local and expatriate), HR consulting, training, as well as payroll outsourcing. We operate across the entire Central African region.
Sodeico Manpower is also a member of an international consortium that provides technical expertise and integrated project management funded by donors such as the European Union (EU), the World Bank (WB), and the African Development Bank (AfDB).
SODEICO Manpower is your performance partner. We support you with high-quality service, enabling you to focus on your core business for improved productivity.
Le poste
1. CONTEXT
SODEICO DEVELOPMENT, a company specializing in the recruitment and provision of qualified personnel,
recruits on behalf of CRDB BANK a Customer Experience Manager. The Manager, Customer Experience will be responsible for overseeing and enhancing the overall customer experience within the bank.
This role requires conducting independent reviews of customer interactions, processes, and services to identify improvement opportunities, ensure consistency, and deliver an exceptional customer experience.
The manager will play a pivotal role in aligning customer-centric strategies with the bank’s business objectives.
2. ORGANIZATIONAL POSITION
The Customer Experience Manager will report to the Deputy Managing Director.
Profil recherché
3. DUTIES AND RESPONSABILITIES
The Customer Experience Manager will oversee and participate in the following duties:
Customer Experience Strategy
- Develop and implement a comprehensive customer experience strategy in alignment with the bank's vision and objectives ;
- Define and monitor Key Performance Indicators (KPIs) such as NPS, CSAT, and CES ;
- Collaborate with the Management Committee to integrate customer-centric initiatives into the bank's overall strategy ;
Independent Customer Experience Reviews
- Conduct independent reviews of customer journeys across all touchpoints ;
- Identify pain points, inefficiencies, and areas for improvement ;
- Provide actionable recommendations to Management Committee ;
Process and Service Optimization
- Analyze and redesign customer-facing processes for efficiency ;
- Ensure service consistency across channels and locations ;
- Implement customer feedback loops effectively ;
Customer Advocacy
- Serve as the voice of the customer within the organization ;
- Develop and maintain a customer complaints management framework ;
Employee Training and Engagement
- Collaborate with HR on training programs promoting customer-centricity ;
- Provide guidance to staff on best practices in customer service ;
- Recognize and reward contributions to customer satisfaction ;
Technology and Innovation
- Leverage technology like CRM systems, AI tools, and analytics ;
- Collaborate with IT and Digital Transformation teams on innovations ;
- Monitor trends and recommend improvements ;
Reporting and Communication
- Prepare reports for Management Committee on customer experience insights ;
- Communicate findings to senior management ;
- Establish regular reporting on satisfaction metrics ;
Regulatory Compliance
- Ensure strategies comply with banking regulations ;
- Work with compliance teams to ensure fair customer treatment ;
Benchmarking and Best Practices
- Benchmark against industry standards and competitors ;
- Adopt global best practices for customer satisfaction and loyalty.
4. BASIC SKILLS
- Proven leadership in customer-centric initiatives ;
- Familiarity with banking environment in the DRC ;
- Proficiency in CRM systems, data analytics, and digital banking platforms ;
- Strong communication, analytical thinking, and problem-solving skills.
ADDITIONAL SKILLS ;
- Ability to work in a multicultural environment.
5. QUALIFICATION AND EXPERIENCE
- Bachelor’s Degree in Business Administration, Marketing, or related field ;
- Master’s Degree or specialization in Customer Experience Management is a plus ;
- 8–10 years’ experience in customer experience management, with at least 5 years in banking or financial services.
6. LANGUAGE PROFICIENCY
- Fluency in French and English is essential ;
- Proficiency in Swahili and Lingala is an asset.
7. COMPUTER SKILLS
- Detailed understanding of the full Microsoft Office Suite (Word, Excel, PowerPoint, Teams…) ;
- Vision conference app or online tools meeting.
8. HOW TO APPLY
- We invite you to post your CV in Microsoft Word format in English (compulsory mention of the position
title in subject of your application): "CUSTOMER EXPERIENCE MANAGER" and your application letter (in English) via our website www.sodeico.org (complete the application form) no later than "28th July 2025” ;
- Provide us with three references in connection with your previous employments ;
- Only prequalified candidates will be invited.
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