Webhelp South Africa, Customer Experience Innovators
We believe that creating a better customer experience delivers improved revenues, reduced costs and more loyal customers. That's why our blue-chip clients trust us to deliver excellent experiences to their customers.
Established in 2013, we have 2 experience centres in South Africa with ambitions to grow...
Read more about this company
Planning and driving the delivery of key owned account strategic objectives, including contact and cost to serve reduction, customer resolution, customer retention and acquisition, and driving improvements in customer satisfaction and advocacy
Ensuring that we actively engage in all relevant strategic developments within each owned account and acts at all times as a strategic business partner
Maintaining excellent senior level relationships with appropriate owned account people and develop and implement effective engagement strategy for each owned account
Leading, motivating and inspiring the relevant operational teams to effectively deliver key client outcomes and achieve market-leading client satisfaction
Ensuring all key financial targets are met
Driving the achievement of required efficiency and effectiveness goals to ensure delivery of the objectives of accoonts and partnerships
Delivering excellent service ensuring seamless transaction of client processes and procedures offering innovation and implementation of the client business needs
Directing and managing area of control and responsibility within agreed operational & financial budgets and actively reducing cost base to a minimum operational level to maximise revenue opportunities
What you’ll need
Ability to work US hours on a North American time zone
Commitment to client delivery and relationship management
Previous operational success in the contact centre/outsourcing industry
Tenured senior leadership experience, working within a matrix model for a global organisation
Proven track record in client and account management at senior level
Experience of driving and implementing significant strategic business transformation
Senior level experience of strategy development and execution, operational management, business/service development, and delivery of financial results
Strong commercial awareness and contract negotiation with clients
Progressive forward thinker who identifies industry and customer trends to ensure competitive advantage
Ability to work under pressure without losing sight of priorities
Proven track record in effectively managing change
Results focused and committed to high personal standards and a desire to achieve
Gmail
Yahoomail