DEPARTMENT : Customer Experience
VACANCY : Customer Experience Director
LOCATION : Lusaka, HQ
JOB PURPOSE :
Plan and Implement Customer Experience Strategy and drive service engagement to attain best customer experience leadership and service cost efficiency across Zambia.
REPORTING TO THE MANAGING DIRECTOR THE MAIN RESPONSIBILITIES WILL BE;
Develop and implement the Customer Experience Strategy in line with the local regulatory environment and overall Group Strategy.
Effective partner Governance by managing and involving BPO partners in meeting customer experience KPIs in ensuring excellent quality of service through SLAs.
Manage the service opex efficiency by cost optimization.
Implement and Manage Technology Stack and enhance Self-care penetration for customers and retailers across multiple channels.
Q0S adherence of KYC, Communication & Call centre.
Ensure Retail Experience KPIs are satisfactory.
Manage and maximize overall customer satisfaction score and enhancement.
Build and maintain a capable and motivated team in Customer Experience Delivery to create a high performing team.
Ensure adherence to processes and policies as required.
Manage critical projects in collaboration with internal and external stakeholders.
Educational Qualification & Functional / Technical Skills
Any Business or management university degree and MBA in Management.
12-15 years with a minimum of 5 years in a management role preferably within the Telecoms or Service industry as well as BPO experience is required.
Ability to lead critical projects.
Strong Analytical Ability.
Strong Interpersonal Skills & People Centric.
Managing diverse large teams, Team profile sensitivity.
Managing diverse large processes.
Vendor Management Skills.
How to Apply
Suitable candidates are invited to apply by sending through their CV’s to . Closing date for applications is Friday, 29th November 2019.
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