Job Expired
Multichoice Ethiopia Plc
Business
Marketing Management
Addis Ababa
6 years
1 Position
2024-12-05
to
2025-01-03
Business Administration
Full Time
Share
Job Description
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
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
Interested candidates are invited to send their CVs through THIS LINK
Only shortlisted candidates will be contacted.
Fields Of Study
Business Administration
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