Head: Customer Experience at HomeChoice Holdings Limited

Job description

The ideal candidate for this role will be responsible for overseeing the entire customer journey and developing a communication touch point strategy across the business to improve customer experience and service, creating delight and consistency across all customer engagements.

Key Performance Areas (KPAs)

• Creating a customer centric journey
• Create a journey map for our existing customers experience across the entire business
• Ensure consistency and customer delight across all engagements with the business
• Drive digital transformation through self-service channels
• Collaborate and develop a communication strategy with all customer facing departments (Customer Services, Collections, Credit Risk, Warehouse, Merchandise)
• Customer satisfaction
• Improve customer satisfaction levels and Net Promoter Score (NPS)
• Reduce customer attrition rates
• Increase customer loyalty through repurchase rates
• Reduce customer queries
• Strategic analysis & reporting
• Apply analytical skills to define and manage customer information in order to study the needs of the customer and apply appropriate strategies
• Develop new reports and dashboards to measure customer satisfaction and service across the business
• Business efficiency & ROI
• Drive improved efficiencies through new touch point strategies
• Manage ROI on all communications, new technologies, and operations
• Business plan management
• Ensure Intake, NSV, and Adspend is forecasted and planned in alignment with business objectives
• Maintain and deliver a scenario plan with completed actuals in accordance with pre-defined business plan timelines
• Ensure that key annual planning variables are credible and justified
• Achieve Intake, NSV, and Adspend targets for campaigns
• Project management
• Deliver strategic and tactical project from concept to execution
• Coordinate and facilitate with key stakeholders across the business

Requirements

Qualifications & Accreditations

A Business Science / BComm / Marketing Degree / Humanities Degree

Experience & Skills

• A minimum of 8 years' experience in Marketing and/or Customer Experience / Service roles
• MS Office (Advanced Excel & Power Point)

Attributes & Behaviours

• Passionate about customer experience, service and brand loyalty
• Entrepreneurial and excited to take on new initiatives
• Proven ability to handle multiple competing priorities and ability to adapt in flexible, fast paced environment
• Ability to think big and deliver from concept to execution
• Exceptional cross functional team management skills
• Excellent oral and written skills - demonstrated ability to influence audiences including those at senior leadership levels
• Credible leadership skills for strong team and results orientated delivery
• Strong problem solving, highly analytical, attention to detail with solid organizational skills
• Decision making abilities with strong analytical skills
• Must be resilient, open to feedback and assertive
• Relator and relationship builder