Key Accountabilities

Strategy Formulation & Execution

• Implement Customer Care Strategy.

• Embed a customer-centered culture

• Ensure consistent customer experience across touchpoints channel - digital, direct, and via social media channels,

• Implement a Customer Lifecycle roadmap to ensure that the maximum value is derived from customers

Operational Delivery

• Drive a ‘customer first approach’ across all touchpoints 

• Deliver strategic/tactical roadmap of initiatives to achieve multi-channel customer experience

• Implement policies, and processes to ensure we continue to invest in - and differentiate with - an extraordinary customer experience.

• Using customer journey mapping and methodology to identify pain points and create solutions to address these

• Ensure the development of customer experience standards across all touchpoints.

• Drives key ‘voice of customer’ initiatives throughout the organization with the ultimate goal of enhancing customer satisfaction, increasing sales, reducing costs, and positively moving customer loyalty

• Analyses customer complaints obtained through the customer relationship management systems to ensure the identification of root causes of service issues

• Successfully implement customer metrics/insights, KPIs, and processes

• Drive appropriate level of customer segmentation to deliver personalized and relevant customer touch-point experience

• Ensure attainment of tactical effectiveness in touchpoints excellence & procedures 

• Manage a framework of qualitative and quantitative measures that would allow the team to effectively monitor and evaluate customer satisfaction 

• Effective liaison between various functions/departments within the organization to gain support and help resolve issues.

• Monitor, identify, and highlight any gaps observed in process or service delivery to enhance customer experience.

• Identify bottlenecks, find solutions, and facilitate and implement process improvements.

Training (Cx & Touchpoint Capability Development)

• To support Cx & Care through the training of staff in specified operational training identified in line with the Customer Journey, systems, and any operational initiatives. 

• To build the capacity of staff to deliver on the Cx journey roadmap and/or any new developments in Cx & Care.

• Ensure that refresher trainings are conducted to enhance the skills of staff

Budget Management

• Manage annual budget and forecast exercises

• Rigorously monitor in-country customer care performance against approved budgets and put measures in place to address variances. 

• Continuously identify areas for improved efficiency including regular reviews of the costing models, outsourcing vendors' costs to serve, and scrutiny of the vendor output invoices for accuracy in billing.

People Management

• Provide leadership in the aspect of Performance direction, goal clarification, communication, engagement, ethics, commitment & energy

• Talent management, capacity, competence & skills – development

• Responsible for team strength & performance level (attraction, selection, retention & development of Customer Care Team)

• Ensure subordinate managers have clear, current, and measurable goals; hold direct reports accountable for their results and obstacles and deal with underperformance 

• Ensure alignment with Team strength, performance, and energy-matched strategic requirements – underperformers identified, improved or removed

• Drive excellence in employee engagement and eNPS rating for the team through collaboration with management, HR, and other stakeholders to close the loop on employee engagement feedback and concerns

Job Requirements

The incumbent is required to have the following qualifications and experience levels:

• A relevant Degree from a recognized university coupled with relevant experience  

• A minimum of 8 years in a commerce, business administration, or sales and marketing leadership role

• A minimum of 5 years of Customer experience,

• Detailed commercial and financial acumen balanced with creative flair

TECHNICAL COMPETENCIES

The incumbent is required to have the following technical competencies:

•  Customer Centricity 

• Developing value propositions 

• Brand Management 

• Reporting and Research 

• Project Management 

• Financial Management/Budgeting 

• Marketing Management

• Regulatory and Legal Compliance 

• Media Management 

• Vendor Management

BEHAVIORAL COMPETENCIES

• Relationship Management

• Conflict Resolution

• Decision making

• Critical appraisal

• Holistic thinking

• Persuading & Influencing

• Coaching

How to Apply

Interested candidates are invited to send their CVs through THIS LINK

Only shortlisted candidates will be contacted.