**KEY ACCOUNTABILITIES & CONTACTS
Key Performance Objectives**
Strategy Formulation & Execution
Tasks
• Implement Customer Experience strategy.
• Embed a customer centered culture
• Ensure consistent customer experience across touch points channel - digital, direct and via social media channels,
• Implement Customer Lifecycle roadmap to ensure that the maximum value is derived from customers
Key Performance Objectives
Operational Delivery
Tasks
• Drive a ‘customer first approach’ across all touch points
• 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 development of customer experience standards across all touch points.
• 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-points experience
• Ensure attainment tactical effectiveness in of 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, facilitate and implement process improvements.
Key Performance Objectives
Training (CEx & Touchpoint Capability Development)
Tasks
• To support CEx & 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 CEx journey roadmap and/or any new developments in CEx & Care.
• Ensure that refresher trainings are conducted to enhance the skills of staff
• Manage annual budget and forecast exercises
Key Performance Objectives
Budget Management
Tasks
• 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, outsource vendors cost to serve and scrutiny of the vendor output invoices for accuracy in billing.
• 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)
People Management
• Ensure subordinate managers have clear, current and measurable goals; hold direct reports accountable for their own results and obstacles and deal with underperformance
• Ensure alignment with Team strength, performance and energy matched strategic requirements – under performers identified, improved or removed
• Drive excellence in employee engagement and eNPS rating for the team through collaboration with managements, HR and other stakeholders to close loop on employee engagement feedback and concerns.
**QUALIFICATIONS & EXPERIENCE
The incumbent is required to have the following qualifications and experience level:**
• Bachelor’s Degree
• A minimum of 7-10 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
To execute the Customer Care strategy and guide the implementation thereof in order to provide outstanding customer service to our clients by developing effective customer service procedures, setting customer satisfaction goals and managing partner relationships.
