<p><b>Job title:</b> Head of Customer Success Job at FoodCourt<br />
<br /><b>Company:</b> </p>
<p><b>Job description</b>: FoodCourt is a food delivery network. Our business model is centered around FAST and affordable deliveries handled with utmost care.</p>
<p> We are recruiting to fill the position below:</p>
<p> Job Positon: Head of Customer Success</p>
<p> Job Location: Lagos<br />
 Employment Type: Full-time</p>
<p><b>Responsibilities</b><br />
 Customer Service Strategy:</p>
<ul>
<li>Develop and execute a comprehensive customer service strategy aligned with the company&#8217;s goals and values.</li>
<li>Utilize industry expertise and stay updated on customer service software, AI chatbots, and emerging trends to optimize service delivery.</li>
<li>Implement innovative techniques to enhance the customer experience while maximizing efficiency and resources.</li>
</ul>
<p> Emotional Intelligence and Brand Tone: </p>
<ul>
<li>Foster a culture of empathy and emotional intelligence within the customer success team, emphasizing the importance of understanding and addressing customer needs.</li>
<li>Establish and enforce a consistent tone and voice for the brand across all customer interactions, ensuring alignment with the company&#8217;s values and image.</li>
</ul>
<p> Customer Feedback Loop: </p>
<ul>
<li>Design and implement a robust customer feedback loop that seamlessly integrates with various stakeholders, capturing insights at every touchpoint of the customer journey.</li>
<li>Analyze feedback data to identify trends, concerns, and opportunities for improvement, driving actionable strategies for enhancing customer satisfaction.</li>
</ul>
<p> Team Employee Morale Boosting: </p>
<ul>
<li>Develop initiatives and programs aimed at boosting employee morale within the customer success team, fostering a positive and supportive work environment.</li>
<li>Provide mentorship, guidance, and resources to empower team members, recognizing and celebrating their contributions.</li>
</ul>
<p> Key Performance Indicators (KPIs)<br />
 Customer Satisfaction Metrics: </p>
<ul>
<li>Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), churn rate.</li>
</ul>
<p> Efficiency and Effectiveness: </p>
<ul>
<li>Average response time, first contact resolution rate, ticket handling time, service level agreements (SLAs) adherence.</li>
</ul>
<p> Feedback Loop Effectiveness: </p>
<ul>
<li>Rate of feedback collection, actionable insights derived from feedback, implementation of improvement strategies.</li>
</ul>
<p> Employee Morale and Engagement: </p>
<ul>
<li>Employee satisfaction scores, team performance indicators, retention rates, professional development.</li>
</ul>
<p> Reports:<br />
 Daily Reports: </p>
<ul>
<li>Customer Service Performance Report: Monitor key performance metrics, including response times, resolution rates, and customer feedback trends.</li>
<li>Employee Morale Report: Track team engagement, satisfaction levels, and identify areas for improvement in the work environment.</li>
</ul>
<p> Weekly Reports: </p>
<ul>
<li>Feedback Analysis Report: Analyze collected feedback, highlight trends, and propose actionable strategies for enhancement.</li>
<li>Customer Engagement Report: Evaluate engagement initiatives&#8217; impact on customer retention and satisfaction levels.</li>
</ul>
<p> Monthly Reports: </p>
<ul>
<li>Customer Retention Report: Detail strategies implemented and their impact on customer retention rates.</li>
<li>Employee Development Report: Showcase training initiatives and their effect on team performance and morale.</li>
</ul>
<p> Quarterly Reports: </p>
<ul>
<li>Strategic Roadmap Report: Outline future plans and improvements based on comprehensive analysis and insights gathered.</li>
<li>Stakeholder Satisfaction Report: Evaluate satisfaction levels across stakeholders based on service quality and interactions.</li>
</ul>
<p><b>Expected salary</b>:<br />
<br /><b>Location</b>: Nigeria<br />
<br /><b>Job date</b>: Sun, 17 Dec 2023 03:35:17 GMT</p>
<p><a href="https://jobviewtrack.com/en-ng/job-121e416548050b6c64015317070c0b156411455b5e4a1f/9daf7530c543d8e42ce34d4f8bd798d8.html?affid=d54dda8fa2db24c8445c282b3d357966"><b>Apply for the job now!</b></a></p>

