Customer and Segment Executive at Blue Label Telecoms

Job Purpose:

• Leads the evaluation of customer experience, defining overall customer experience, designing customer interfaces and customer-related processes, and contributing to overall software and process design. Supports direct sales through leading the implementation of the omni-channel strategy. Proactively manages and drives the effective onboarding of customers, query resolution, account support, product availability and customer retention. A critical lever to delivering an exception end to end customer experience.

Responsibilities:
Strategy Formation and Implementation

• Develop the customer strategy through defining customer segmentation, anticipating complex issues, challenges and opportunities.
• Develop personas for customer base.
• Create Customer Value Proposition.
• Determine needs in the market and develop strategy for customer and execute enabling the organisation to meet its targets.
• Developing and implementing an overarching customer communication plan.
• Lead the implementation and evaluation of a strategic customer experience and engagement plans to support retention and market penetration.
• Act as a business advisor / consultant to CEO and Functional Heads.
• Identification of customer needs and translating them into with product work on developing services, products and solutions that fulfill the needs.
• Prioritise deliverables to fulfill customer needs.
• Lead on the development of customer benchmarking tools and analysis through Product.

Customer Experience Mapping

• Developing holistic customer journeys and shaping all customer touchpoints in collaboration with Marketing: events, digital and print communication together with marketing, social media interactions, in order to drive customer conversion and awareness rates across all stages of engagement.
• Provide strategic leadership and awareness in integrating customer perspective and navigation across lines of business or business functions through touchpoints throughout the customer journey.
• Measure customer experience and incorporate feedback into internal development process.
• Ensure effective operation of CRM systems and other support tools.
• Analyse sales and performance data to facilitate planning, evaluation and efficiency improvement.
• Work with Sales to ensure the message to customers is clearly defined.

Customer Satisfaction and Multi-Channel Integration

• Measure and monitor effectiveness of framework of customer touchpoints, digital, direct and via social media channels, that would enable the organisation to create a consistent customer experience across all channels, influence our customers, motivate and engage them.
• Provide feedback regarding the brand and resonance in market to Marketing team.
• Managing a framework of qualitative and quantitative measures that would allow the team to effectively monitor and evaluate customer satisfaction for all recruitment activities and events.
• Responsibility for active monitoring of customer needs and development of ideas and initiatives to ensure the above are met.
• Ensuring all touch points with customers have a clear focus, functional framework and messages are clearly embedded throughout the portfolio of activities and initiatives.

Customer Needs Clarification

• Consult with customer representatives to identify the strategic outcomes they are seeking to achieve, coordinating the engagement of users as well as functional and technical specialists within own and customer organizations.
• Gather and analyze very complex customer data and to develop and agree on a specification of customer requirements.
• Provide thought leadership, customer research strategy, and oversight for best practice methods and tools that enable strategic insight into customer segments, trends, needs, and expectations.

Business Planning

• Develop and gain agreement to annual customer business plans for a function or substantial business area, ensuring alignment with strategy; quantify business outcomes (i.e. revenues or other key performance indicators); detail expense and headcount budgets; and develop business cases for key projects, ensuring cross-functional integration and profit and loss for customer.

Stakeholder Engagement

• Identify and manage stakeholders across all levels, finding out their needs/ issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.

Leadership

• Providing vision and direction to the team members.
• Through effective inspirational leadership, facilitate the creation of accountable, full service teams who understand and strive to meet the needs of all stakeholders.
• Role model behavior and motivate team members in line with the core values.
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management.
• Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports.

Self - Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.

Qualifications

• Matric 
• University / Post Graduate Qualification in Commerce or related field.
• 10+ Years experience in similar role.
• Proven experience in understanding and leading customer experience strategy, planning and engagement.