Safaricom Limited is the
leading mobile telecommunications company in Kenya.
We are at the forefront of
the industry and always seek to attract and retain talented, creative and
innovative team players who are excited by the opportunity of pushing the
frontiers of this evolving technology, growing our services, exciting our
customers and contributing to our community.
HoD. Customer Experience
Ref: CC – HCE - FEB. 2013
Ref: CC – HCE - FEB. 2013
Reporting to the Director
Customer Care, the job holder will be responsible for the formulation and
execution of the business customer experience strategy through cross-functional
engagement to improve our overall customer satisfaction.
She/he will work together
with Business Units to deliver on a Single Customer Retention Strategy, with
specific focus to the High Value Customer Segment.
The successful candidate will be responsible for;
The successful candidate will be responsible for;
- Developing
& delivering the customer experience strategy through engagement
with all stakeholders;
- Defining and
sensitizing the business on the end-to-end customer experience
journey;
- Together
with Stakeholders, driving the development of best practice retention
strategies & models for the high value customer segment;
- Actualization
of the retention strategy leveraging on the Customer Care channel delivery
model;
- Integrating
and continuously reviewing retention & experience initiatives within
Customer Care to improve overall customer delight index;
- In
consultation with the stakeholders design metrics for monitoring &
reporting customer experience within Customer Care;
- Departmental
budget forecasting, actualization and monitoring;
- Provide
leadership to the team managed as well as cross functional teams in the
implementation of practical operational plans with the aim of achieving
optimal balance between the use of technology and people to achieve
business objectives.
The ideal candidate will possess:
- Honors
Degree from a recognized university;
- 7-8 years’
experience in a Call Centre/Marketing division of a blue chip service
oriented company; at least 4 years of which should be in a leadership
position with strong background in designing & implementing experience
& retention strategies;
- Project
Management skills an added advantage;
- Excellent
organizational skills and ability to manage multiple tasks across multiple
sites and multiple systems;
- Strong
leadership& management ability to inspire and coach employees to
accomplish strategic goals and related tasks;
- Good
reporting & analytical skills with ability to articulate complex
issues and simplify them to facilitate decision making;
- Excellent
communication and presentation skills;
- Detail
oriented;
- Strong
interpersonal skills with the ability to manage internal and
external relationships towards SLA compliance;
- Good
commercial acumen.
If
you meet the requirements and are self driven, proactive and up to the
challenge, please send your resume and application letter quoting the job
reference number to the address below.
All applications must be
delivered on or before Thursday 7th March 2013.
The Senior Manager – Talent
Acquisition
Safaricom Ltd Nairobi
Safaricom Ltd Nairobi
Via E-mail to
hr@safaricom.co.ke
