JOB SUMMARY
We are looking for a team player with an obsession for customer experience to head our Customer Experience Department. Reporting to the Chief Consumer Business Officer, the Customer Experience Head will develop and implement a robust customer experience strategy, covering aspects of customer operations, service experience management and loyalty and retention across all touchpoints.
Key Performance Areas
- Create a quality and efficient customer experience by defining and continuously monitoring customer journeys across all segments.
- Drive customer digital enablement and optimize the performance of all customer channels through touch points with customers, identifying and addressing key improvement areas to facilitate world class customer experience.
- Develop and improve relations with existing and potential customers through management of a loyalty program for high value customers as well as conversion of leads generated by sales and marketing teams to maximize revenue.
- 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.
- 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.
Qualifications
- Bachelor’s degree or equivalent – Preferably in Business Management.
Key Competencies
Key competencies for the job are a strong aptitude for building networks and collaborative relationships coupled with customer orientation, stakeholder management, delivery of customer-oriented solutions across all segments.
The candidate must demonstrate strong decision making, creativity and innovative thinking, clarity in communication as well as commercial acumen and organizational awareness. Experience in facilitation and delivery of change including managing key business projects is essential. The candidate must also be able to exert influence over stakeholders, coach and mentor team to achieve performance targets.
Job Requirements
- Bachelor’s degree or equivalent – Preferably in Business Management.
- Masters in a relevant field will be an added advantage.
- A CCXP professional certificate or equivalent is required.
- Minimum of 8 years practical work experience in a competitive or Telco industry of which 4 years must have been in management role.
- Experience in Customer Operations or Customer Experience is required.
If you meet the above requirements please send your cover letter, CV and certified copies of academic certificates to recruitment@mascom.bw.
Kindly note that we do not accept hand delivered applications and will only get in contact with shortlisted candidates.