Customer Experience Manager

Summary

The GraceKennedy Group seeks to identify an individual looking for an excellent opportunity to progress his/her career; and who possesses the vision and energy to help drive dynamic changes across the group.

Responsibilities

The incumbent will oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. Their primary purpose is to ensure that every touchpoint along the customer journey is optimized to meet or exceed customer expectations, ultimately driving customer satisfaction and loyalty. This will be done by implementing customer-centric strategies and initiatives. They contribute to the growth of businesses by identifying areas for improvement, refining processes, and enhancing brand reputation through exceptional customer interactions. They also have responsibility for the development and maintenance of Hi-Lo’s E-Commerce, Marketing, Loyalty and Consumer Engagement strategies to support the achievement of the revenue and gross profit objectives of the Chain. This will be delivered within an agreed budget.

Desired Traits and Characteristics

• • Excellent people and team building skills
• • Sound analytical and organizational skills
• • Ability to manipulate and interpret data
• • Aptitude to function within a team
• • Highly motivated, self-starter
• • Personality that allows consumers/colleagues to build a healthy relationship.
• • Proficiency in the use of the computer and software applications for research, data gathering, statistical analysis, report preparation, presentation and communication.
• • Excellent presentation and public speaking skills
• • Excellent Business Writing skills
• • Implementation and results oriented
• • Able to work under pressure and meet deadlines
• • Excellent time management skills
• • Flexible and able to work beyond normal working hours as the need arises

Qualifications

• • Bachelor’s degree in Marketing or related discipline
• • Minimum of four (4) years’ experience in Customer Experience Management at the strategic level.
• • Sound knowledge of the FMCG industry
• • Extensive knowledge of Microsoft Excel

Additional Information and Instructions

Qualified applicants are invited to submit applications no later than December 31, 2024

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