Head of Customer Experience and Care

Purpose of the Position:

• To develop and drive the implementation of an innovative customer experience and customer care strategy that delivers a consistent and trusted customer experience. Lead the delivery of a best-in-class customer experience and project delivery capability that ensures consistency throughout the customer journey. 
• This role will also formulate and deliver innovation and enhancing services strategies, designed to meet the changing needs of the business and customers. Ensuring an excellent service experience for all customers by delivering and maintaining high levels of customer value across an omni-channel ecosystem.
• The job holder will drive a customer-centricity awareness and a “customer first” culture, manage the strategic delivery of Customer Experience through all Customer touch points, Channels and Business Units and Implement collaborative action plans to enhance customer centricity awareness.

Key Accountability

Strategy Formulation and Execution

• Develop the customer experience strategy ensuring that this strategy is aligned to the brand experience and enables customer base and subscriber growth, guided by leading practice.
• Drive and define the Customer payments strategy; develop the business requirements as input to the technical requirements and support required to execute.
• Redesign core-processes to improve customer experience.
• Position customer experience as a key lever to drive customer retention and brand evangelism (‘Apple Experience’), embedding customer centricity.
• Ensure alignment between corporate strategy, customer strategy and brand portfolio.
• Develop Digital and Social Customer-Care Strategies.
• Expand on service segmentation strategies to deliver on customer value.

Business and Stakeholder Management

• Partner with the relevant stakeholders to ensure that customer engagements with MultiChoice is in-line with the broader customer experience and customer care strategy and journey.
• Cultivate and maintain customer relationships (Corporate, Business Units and other) to ensure that the service strategy objectives deliver business outcomes in support of the overall business and corporate strategy.
• Define requirements for external partners (temp agencies, outsourcing) in line with overall customer care strategy goals and ensure appropriate partners are aligned.
• Constantly build knowledge of thought leading customer experiences to ensure that the organization becomes the reputable leader in creating the best & most consistent customer experience.
• Develop and maintain key account relationships with channel partners, ensuring that channel partners are aligned to the customer experience expectations and to the sales & payment partner strategy frameworks.
• Work with multiple organisations (external) and departments (internal) to deliver and implement value adding product and services.
• Establish a “customer first” driven culture across the MAH territories that is metrics driven, outcome-focused, process-based, service-oriented and focused on customer service excellence and continuous improvement.
• Incorporate leading omni-channel delivery practices to meet evolving customer needs and business needs.
• Guide and support business process re-engineering and alignment to Customer experience initiatives including contact center.

Budget Management

• Set budget for the Business Unit including the setting of goals and targets.
• Manage financials and associated controls in respect of the Division (effective cost control).
• Implement action plans in respect of budget deviations.
• Manage Cash flow and control and financial reporting.
• Manage departmental budgets including signing off invoices and quotes within mandate. Escalate out of budgets or items higher than approved mandate to the next level manager. 
• Rigorously monitor expenditure against approve budgets and put measures in place to address variances.
• Continuously identify areas for improved efficiency and reduced cost. 

Customer Experience

• Drive and entrench a customer centric culture across the organization ensuring that all employees understand what their contribution is to the Customer’s experience.
• Define customer experience measurements ensuring that these measures are aligned to the overall brand strategy and business growth objectives.
• Pro-actively ensure business continuity and undertake thorough go-to-market planning to ensure the successful delivery of all projects.
• Pro-actively manage all risks in the project environment and ensure appropriate and timeous escalation of risks and issues take place.
• Plan and manage the resource requirements needed to satisfy the capacity and performance requirements of the customer experience and programme office.
• Develop a service consistency framework across all customer touch points in the business through SLA’s and CRM deployment.

Benchmarking/ Governance

• Manage team members to ensure effective delivery of business unit objectives.
• Develop a high performing team by embedding formal performance development and informal coaching.
• Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.

People Management

• Manage team members to ensure effective delivery of business unit objectives.
• Develop a high performing team by embedding formal performance development and informal coaching.
• Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
• Approve leave requests for team members and create leave plans to ensure adequate coverage.
• When required, initiate disciplinary processes for team members calling on support from HR when required.

Job Requirements

• A bachelor’s degree or equivalent from a recognized institution
• Minimum of 10 years in a consumer marketing/commercial/operations/project management leadership role with
• Minimum of 3 years’ experience in running a large Customer Experience environment with direct responsibility for projects that delivered exceptional customer experience
• Experience in project delivery in a multi-channel customer facing environment
• Detailed commercial and financial acumen, preferably with a project management qualification
• Experience in managing Customer Care channels.
• Extensive Customer Experience knowledge and experience required with a proven track record in the drafting and implementation of Customer Experience strategies
• Experience with working with the Ethiopian market would be an advantage
• MBA will be an added advantage

Technical Competencies

• People Management & Motivation
• Customer Relationship Management (CRM)
• Deadline Driven
• Coordination Skills
• Conflict Management
• Strong Analytical Skill
• Presentation Skills
• Business and Financial Acumen
• Portfolio Reporting
• Project Management
• Operations/Care Management
• Report Writing - audience Snr Management & Exco
• Planning and Organising

Behavioral Competencies

• Strategic Thinking
• Stakeholder Management
• Relationship Building
• Persuasion & Influencing
• Delegation
• Accountability
• Coaching
• Networking
• Future Oriented 
• Risk Management
• Negotiation Skills

How to Apply

Interested candidates are invited to send their CV and/or cover letters through this website. 

Only shortlisted candidates will be contacted.