CUSTOMER EXPERIENCE HEAD
We are looking for a team player with an obsession with customer experience to head our Customer Experience Division. Reporting to the Chief Consumer Business Officer, you will develop and implement a robust customer experience strategy, covering aspects of customer operations, service experience management and loyalty and retention across all touchpoints.
WE ARE STILL MAKING CVs FOR P100. COVER LETTERS FOR P50
Pay with FNB EWallet to 76981238 or Orange Money on number 76981238
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You will create a quality and efficient customer experience by defining and continuously monitoring customer journeys across all segments. You will drive customer digital enablement and optimise the performance of all customer channels through touchpoints with customers, identifying and addressing key improvement areas to facilitate a world-class customer experience.
Furthermore, you will develop and improve relations with existing and potential customers through the management of a loyalty program for high-value customers as well as the conversion of leads generated by sales and marketing teams to maximise revenue. You will ensure seamless customer operations and support by managing vendors including relationships with Contact Centers to deliver best-in-class customer services to our clients and driving improvement of after-sales customer service.
You must have a strong aptitude for building networks and collaborative relationships coupled with customer orientation and stakeholder management, to deliver customer-oriented solutions across all segments. You must demonstrate strong decision making, creativity and innovative thinking, clarity m communication as well as commercial acumen and organizational awareness. Your experience in facilitation and delivery of change including managing key business projects Is essential You must also be able to exert influence over stakeholders, coach and mentor the team to achieve performance targets.
In addition, you will develop and deliver annual plans and contribute to corporate strategic business plans as a member of the leadership team while complying with the set quality, safety and environmental standards
JOB REQUIREMENTS
- Bachelor’s degree or equivalent – Preferably in Business Management
- Masters in a relevant field will be an added advantage.
- Minimum of 8 years practical work experience in a competitive or Telco industry of which
- 4 years must have been in management tole.
- Experience m Customer Operations or Customer Experience is required
More Information
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JOB APPLICATION DETAILS
APPLICATION INSTRUCTIONS:
CLOSING DATE:SUNDAY 18TH JULY
If you meet the above requirements please send your cover letter, CV and certified copies of academic certificates to [email protected]. Kindly note that we do not accept hand delivered applications and will only get in con tact with shortlisted candida tes.
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