Head of Departments – Customer Experience

Department:Customer Care Division.
ReportingDirector- Customer Care
Job PurposeThe role holder will ensure that Customer Management formulates & delivers on its Experience Strategy through cross-functional buy-in, direction & developing a fully integrated, seamless customer experience model driven by three channels (Phone, email & web-based services) to improve our customer satisfaction. The role holder will also work together with Business Units to deliver on a Single Customer Retention Strategy, with CM’s delivery based on the three channels.
Key Responsibilities:
• Develop & deliver the CM Customer Experience Strategy  through engagement with stakeholders;• Integrate the Customer Journey Map into the CM Experience Roadmap to create clarity on offering;• Drive the Communication  & entrenchment of the Customer Experience across all customer touch-points;• Drive the creation of concepts defining end-to-end customer experience;• Together with Stakeholders drive the development of best practice Retention Strategy & Model and actualize the Retention Strategy leveraging on CM Channel Delivery model;• Integrate Retention & Experience Initiatives within CM to drive improved customer delight index; • Design in consultation of stakeholders, metrics for monitoring & reporting Customer Experience in CM;• Drive the implementation of initiatives to improve Customer Experience & Overall Customer Delight Index;• Prepare OPEX forecasts to meet business requirements and monitor and control OPEX expenditure for the section as required to meet corporate objectives.• Provide leadership and assume responsibility for all the Customer Experience  functions;• Provide leadership to the management team in the implementation of practical operational plans with the aim of achieving optimal balance between the use of technology and people management;• Responsible for staff performance, development and motivation in the team;• Conduct performance review for the team  and oversee the performance measurement process and implementation of reward and recognition activities for the team are fair;• Calibrate between managers and subordinates to resolve any conflicts arising from appraisals.
Role requirements;
• Honors Degree from a recognized university;• 8-10 years’ experience in a Call Centre/Marketing division of a blue chip service oriented, at least 4 years of which should be in a leadership position with strong background in designing & implementing experience & retention initiatives;• Demonstrated commercial acumen capability;• Ability to engage at Director and CEO level.


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