Description
Job Summary:
The Job holder would be responsible for enhancing the overall satisfaction and engagement of students, parents, and other stakeholders.
This position is responsible for creating and maintaining a positive and seamless customer experience throughout the student lifecycle, from prospective students first inquiries to alumni engagement.
The Customer Experience Manager will collaborate with various departments to ensure that all interactions with the university are consistently exceptional.
Key Responsibilities:
Develop and implement strategies to engage prospective and current students, parents, alumni, and other stakeholders.
Establish and maintain strong relationships with these groups to gather feedback and understand their needs and concerns.
Analyse and streamline enrolment and student services processes to enhance efficiency and effectiveness.
Identify pain points in the student journey and work with relevant departments to resolve them.
Create and oversee communication plans that provide clear and consistent information to students and parents at all stages of their journey.
Ensure that communication channels are open, responsive, and user-friendly.
Develop training programs for university staff involved in student interactions to ensure they provide a consistent and high-quality experience.
Collaborate with other departments to promote a culture of customer-centricity.
Utilize data analytics to measure and assess the effectiveness of customer experience initiatives.
Make data-driven recommendations for improvements.
Implement a feedback system for stakeholders to express their opinions and concerns.
Use feedback to drive improvements and address issues promptly.
Organize events and activities that enhance the universitys relationship with students and alumni.
Coordinate campus visits, orientation programs, and alumni reunions.
Manage the budget allocated for customer experience initiatives, ensuring resources are allocated effectively.
Identify and implement technology solutions that enhance the overall customer experience, such as CRM systems, chatbots, or mobile apps.
Prepare regular reports on customer satisfaction and engagement metrics for university leadership.
Requirements
Bachelors degree in a relevant field (Masters degree will be an added advantage).
Proven experience in customer experience management, preferably in a higher education setting.
Strong communication and interpersonal skills.
Analytical mindset with proficiency in data analysis tools.
Project management skills.
Ability to collaborate with diverse teams and stakeholders.
Knowledge of enrolment and student services processes in a university setting will be an added advantage.
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