Customer Experience Manager, Brand & Corporate Communication
Job Description
Title: Customer Experience Manager, Brand & Corporate Communication
Company Name: IPDC Finance Limited
Vacancy: Not specific
Job Location: Dhaka (Gulshan)
Employment Status: Full-time
Educational Requirements:
∎ Bachelor degree in any discipline
Experience Requirements:
∎ At least 7 year(s)
Job Responsibilities:
∎ Formulate, manage and monitor company's policies to deliver extraordinary customer experience in every point of interaction. Smoothening the customer journey map by eliminating gaps between channels, branches and departments.
∎ Conduct mystery shopping once in a month on all customer experience touch point in-charge, both online and offline.
∎ Plan, design and execute workshops and trainings for all customer experience touch point in-charge.
∎ Continuously review and evolve the collection of process IPDC uses to track, oversee and organize every interaction between customer and IPDC throughout the lifecycle. Liaise with relevant business owners to initiate change and lead prioritized service delivery improvement.
∎ Regularly undertake Net Promoter Score and other tools to measure improvement every six months.
∎ Maintain close interaction with internal departments, branches and management through regular update/escalation of any discrepancy in delivering extraordinary customer experience. Work across teams to continuously eliminate unnecessary processes.
∎ Develop capability and motivate IPDC ambassadors to support the delivery of projects. Monthly update meeting with ambassadors to gain feedback and communicate initiatives.
Additional Requirements:
∎ Ability to multi-task.
∎ Good interpersonal skill.
∎ Negotiation skill.
∎ Proactive, hardworking and effective team player.
∎ Sound knowledge on MS Office package.
∎ Excellent written and oral communication skill (both English & Bangla).
Salary: Negotiable
Application Deadline: January 15, 2020
Company Information:
∎ IPDC Finance Limited
∎ Address : Hosna Center (4th Floor), 106 Gulshan Avenue, Dhaka - 1212
∎ Web : www.ipdcbd.com
∎ Business : IPDC Finance Ltd. is the first private sector financial institution of Bangladesh established in 1981. IPDC is credited with being the most innovative financial institution of the country partnering in many landmark projects as well as introducing many financial products which were first of its kind in the country. Today, IPDC is a diversified financial institution catering to Corporate, SMEs and Retail market segments.
Category: Bank/Non-Bank Fin. Institution
