Job Title

The Customer Excellence Manager will be responsible for overseeing various aspects of customer data integrity, contract management, customer satisfaction metrics, and engagement initiatives. This role requires strong collaboration skills, strategic thinking, and a passion for enhancing customer experiences. Key Requirements Customer Data Integrity Collaborate with regional teams to ensure the completeness and accuracy of customer and outlet master data. Implement processes and best practices for data governance that maintain high data quality standards. Work closely with regional teams to ensure all customer contracts for the forthcoming year are signed according to the defined Delegation of Authority Guidelines (DAG). Monitor contract timelines and facilitate communication to ensure compliance Customer Engagement Lead the customer Net Promoter Score agenda from strategy definition to response capture. Collaborate with stakeholders to analyze feedback, identify trends, and develop actionable insights to enhance customer satisfaction. Define the vision and guidelines for the Customer Engagement program, including customer selection, tiering, and engagement strategies. Oversee the end-to-end execution of the program based on established guidelines to foster deeper customer relationships. Customer Centricity • Engage with relevant stakeholders across the organization to share insights, drive alignment, and implement customer experience improvement initiatives. Devise strategies to cultivate a culture of customer-centric teams across the organization. Promote approaches that empower employees to prioritize customer needs and foster collaboration between teams, ensuring that customer insights and feedback are integral to decision-making processes, like, developing mechanisms to give visibility to leaders on top performers versus those needing improvement. Analyze the effectiveness of customer growth and engagement strategies through various studies. Utilize data-driven insights to recommend enhancements and improve customer interaction outcomes. Develop and maintain reports and dashboards that track key customer metrics, NPS trends, and program outcomes, providing regular updates to leadership and stakeholders Education and/ or specific experience • Bachelor's degree in business administration, Marketing, or a related field; master's degree preferred. Proven experience in customer relationship management, customer success, or a related field. Skills and/or knowledge Demonstrated project management skills with the ability to lead cross-functional teams. Excellent communication and interpersonal skills, with the ability to engage with stakeholders at all levels Strong analytical thinking and problem-solving skills, with understanding of Excel. Experience in working collaboratively with cross-functional teams and managing complex projects. Flexibility to adapt to changing priorities and multiple tasks. • Strong organizational and time management skills. Experience in NPS methodology and customer engagement programs is highly desirable