Customer Experience Hub Manager

	Customer Experience Hub Manager

General informations

 Africa Global Logistics Rwanda Limited, a company duly incorporated under the laws of Rwanda and its offices at Kigali Special Economic Zone, P.O.Box 1338, Kigali, Rwanda is specialised in transport and logistics 

Job description

Mission Description                      

AGL (Africa Global Logistics) is a leading multimodal logistics operator in Africa, with expertise across port, logistics, maritime and rail activities. The company is now part of the MSC Group, a global leader in shipping and logistics. Building on more than a century of expertise and supported by over 23,000 employees across 50 countries, AGL provides African and international customers with comprehensive, tailor-made and innovative logistics solutions, with the ambition of contributing sustainably to Africa's transformation. AGL also operates in Haiti, Timor-Leste and Indonesia.
Would you like to embark on a rewarding experience in an international environment? Are you looking to make an impact in a company that places Africa at the heart of its ambition?
Join AGL, the leading multimodal logistics operator on the African continent!

JOB DESCRIPTION

As part of the development of its Expertise Center in Kigali, AGL is establishing an innovative Customer Experience Hub combining artificial intelligence, digital conversational channels and human expertise to enhance the customer experience, streamline request handling and strengthen customer relationships across Africa. The role also includes leading the Group-wide customer satisfaction measurement and continuous customer experience improvement program.

Main purpose
Ensure seamless, consistent and high-performing customer experience across the Group by leading both the operations of the Customer Experience Hub and the customer satisfaction measurement and improvement framework.

• Position based in Kigali, Rwanda
• Dual reporting line: hierarchically to the Sales & Marketing Line Manager of the AGL Expertise Center in Kigali and functionally to the HQ Marketing Director.

KEY DUTIES & RESPONSIBILITIES

1. Customer Experience Hub Management
• Ensure the handling of requests from customers, prospects through digital channels.
• Manage escalations to subsidiaries and monitor them through resolution.
• Ensure compliance with service-level agreements (SLAs).
• Ensure the quality of interactions and consistent customer experience across the network, working with Sales, Marketing, QHSE and Operations teams.
• Contribute to the development of AI use cases and the continuous improvement of processes.

2. Customer Satisfaction Management
• Lead customer survey campaigns for active and inactive customers.
• Manage automated customer feedback collection journeys in coordination with the Digital Marketing Manager.
• Produce analyses, executive summaries and recommendations for management.
• Identify key pain points and improvement opportunities.
• Coordinate the follow-up of corrective action plans with business and operational teams.
• Coordinate with Sales, Marketing, QHSE, Operations and IT teams.

3. Voice of the Customer Analysis
• Consolidate data from surveys, complaints and interactions handled by the Hub.
• Produce dashboards and performance indicators.
• Identify

 

Profile

Education & Experience
• Master's degree or equivalent in Marketing, Customer Relations, Business, CRM or Digital Transformation.
• At least five years of experience in Customer Experience, Customer Success or Customer Service.
• Experience in an international or multi-country environment.
• Experience with CRM and marketing automation tools.
• Experience in the logistics sector would be a “plus”.

Technical Skills
• Microsoft Environnement: Power BI / Sales CRM Dynamics / Customer Insights Journeys / Customer Voice
• Data analysis and reporting.
• Customer satisfaction programme management.
• Contact centre or digital customer service management.

Leadership & Soft Skills
• Strong customer focus.
• Analytical mindset.
• Excellent communication skills in both French and English.
• Strong cross-functional leadership.
• Ability to manage complex projects in a multicultural environment.