Location: Johannesburg, Gauteng, South Africa
Job Type: Full-Time
I. Basic Information
- Job Title: Senior Manager – Head of Customer Experience
- Location: Johannesburg, Gauteng, South Africa
- Salary: Competitive, based on experience
- Deadline: Not specified
II. Job Description (Summary)
The Senior Manager – Head of Customer Experience is responsible for developing and implementing the customer experience strategy within the Converged Solutions business unit. This position involves managing service helpdesk operations, overseeing SLA management, and driving customer-centric improvements across the business. The role demands leadership in optimizing operational readiness, improving response times, and ensuring customer satisfaction and continuous improvement.
III. Job Requirements
Education and Experience:
- 3-year degree or 4-year tertiary qualification in Technical, Commercial, or related fields.
- Master’s Degree in Business Administration (MBA) or in Customer Experience, Service Design, or Technology Adoption is preferred.
- Minimum of 10 years’ experience in customer experience management or related roles.
- Proven experience in managing service operations, incident management, and SLA compliance in a technology-driven environment.
- Strong leadership skills and ability to manage cross-functional teams and strategic initiatives.
Key Responsibilities:
- Develop and lead the Customer Experience (CX) strategy to align with business goals.
- Manage service operations to enhance operational readiness, ensure SLA compliance, and foster customer-centric improvements.
- Lead cross-functional teams to drive customer satisfaction, ensuring a seamless customer journey and resolution of incidents.
- Oversee incident & problem management, ensuring root cause analysis and timely resolution.
- Implement continuous improvement initiatives to boost service delivery quality and customer loyalty.
- Collaborate with various departments (e.g., sales, marketing, IT) to integrate CX initiatives into broader business objectives.
- Monitor Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) to identify areas for improvement.
IV. Salary and Benefits
- Salary: Competitive
- Benefits: Full benefits package (details provided upon request)
V. Application Process
- How to Apply: Apply directly through the recruitment platform or website.
VI. Eligible Countries
- South Africa
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