Executive: Customer Experience Centre at Career Options Africa

Key Deliverables

Strategy Formulation and Implementation

• Develop and implement the CX strategy aligned to Tracker’s business objectives, ensuring measurable impact across all customer touchpoints.
• Drive customer satisfaction and loyalty through continuous improvement initiatives informed by feedback, analytics, and service performance.
• Lead and optimise contact centre operations, ensuring service excellence, responsiveness, and alignment with Tracker’s brand promise.
• Embed CX metrics and reporting frameworks to monitor performance, identify gaps, and drive data-informed decision-making.
• Oversee customer communication and engagement plans, ensuring consistency, clarity, and alignment with Tracker’s strategic messaging.
• Manage escalated customer complaints and resolution processes, including root cause analysis and preventative action planning.
• Lead cross-functional collaboration with marketing, sales, technology, and operations to deliver seamless customer experiences.
• Champion people development and performance within the CX and contact centre teams, fostering a culture of accountability and excellence.
• Engage with internal and external stakeholders, including shareholders and partners, to align CX delivery with strategic expectations.
• Manage departmental budgets and financial performance, ensuring cost-efficiency and alignment with Tracker’s commercial goals.

Customer Experience and Service Delivery across all customer touchpoints

• Assume responsibility for implementing relevant initiatives based on the insights generated from contact centre analytics to improve service delivery.
• Develop and implement a unified CX strategy across all customer touchpoints, ensuring consistency in service delivery and brand experience.
• Establish CX performance metrics and feedback loops to monitor satisfaction, retention, and advocacy across channels.
• Drive cross-functional alignment between CX, marketing, sales, and operations to ensure seamless customer journeys.
• Embed customer-centric culture within frontline teams through training, coaching, and performance management.
• Lead innovation in customer engagement, leveraging digital tools and data insights to personalize experiences.
• Ensure governance and compliance in service delivery, maintaining Tracker’s standards and regulatory requirements.
• Oversee service recovery protocols to address customer complaints and escalations effectively and promptly.
• Collaborate with BI and analytics teams to track and report on CX trends, pain points, and opportunities for improvement.
• Champion voice-of-customer initiatives, including surveys, focus groups, and sentiment analysis, to inform strategy.
• Continuously improve operational processes to enhance speed, quality, and consistency of service across all touchpoints.

Contact Centre and Call Centre Management

• Assume responsibility for the setting of relevant and meaningful objectives for the Contact Centre and ensure alignment with Tracker’s overall strategic goals.
• Develop and implement business and strategies, plans and concepts for the consumer and business channels.
• Performance ensuring that daily targets and key metrics are met or exceeded against the briefs. 
• Ensure that all the campaigns are correctly captured, reported on all internal systems, and measured accordingly.
• Responsible for the maintenance of existing databases and sourcing of first-time customer databases.
• Effective and accurate database management aligned to the Business Intelligence and Direct Marketing key objectives.
• Initiate and development of outbound touch strategy; integrate acquisitions & outbound sales activities with marketing and customer centricity activities and key objectives.  
• Develop and implement an appropriate performance measurement model in line with the overall sales strategy.
• Assume responsibility for all performance reporting. 
• Coordinate the development of required systems/platforms to manage the end to end processes and report at all levels.
• Assume responsibility for the development, implementation and management of relevant policies, procedures and sales processes.
• Implement benchmarks and standards in terms of process flows, quality process, recruitment and training.
• Responsible for monitoring and management of competitor information and market intelligence.
• Effectively build, maintain and manage relationships with internal and external stakeholders to drive mutually beneficial relationships. 
• Overview and ownership of messaging, where relevant to customer touchpoints 
• Effective communication of brand values, institutional strengths through all customer touchpoints 
• Oversee all customer facing communication plans and messages that have clear content and (where applicable) call to action and actively encourage various target audiences 

People Management

• Lead the implementation of strategic targets and ensure cascading of performance objectives to drive operational excellence across Service and Sales Contact Centres.
• Provide leadership and development for all staff within the Service and Sales Contact Centre division, fostering a high-performance culture.
• Create and maintain a professional, customer-centric environment that reflects Tracker’s values and brand promise.
• Resolve people-related challenges by applying sound judgment, leveraging expertise, and allocating appropriate resources.
• Model Tracker’s values and brand ethos, setting a consistent example for senior leaders and frontline teams.
• Promote cross-functional collaboration, sharing best practices and strategic initiatives to support success across all customer engagement functions.
• Drive continuous productivity improvements within the Service and Sales Contact Centre through process optimization and performance monitoring.
• Cultivate a culture of engagement, development, and retention, ensuring staff are supported and empowered to grow.
• Oversee staffing strategy and personnel processes, including recruitment, coaching, mentoring, performance management, and employee engagement.
• Ensure alignment of customer engagement efforts with Tracker’s broader strategic goals, reporting progress and recommending enhancements to the Executive team.

Stakeholder Engagement

• Establish and maintain strong relationships with internal and external stakeholders to align customer engagement strategies with broader business objectives.
• Represent the voice of the customer in executive forums, ensuring stakeholder decisions are informed by customer insights and experience data.
• Collaborate with cross-functional leaders (e.g., Marketing, Sales, Operations, IT) to drive integrated customer engagement initiatives.
• Engage with key partners and vendors to ensure service delivery standards and customer experience expectations are consistently met.
• Facilitate regular stakeholder forums to share progress, gather feedback, and align on priorities related to customer engagement.
• Act as a strategic advisor to the Executive team on customer-related trends, risks, and opportunities.
• Drive alignment between frontline operations and strategic leadership, ensuring stakeholder expectations are translated into actionable service delivery plans.
• Manage stakeholder expectations through transparent communication, performance reporting, and proactive issue resolution.
• Champion a culture of collaboration and accountability, ensuring all stakeholders contribute to and support customer engagement goals.
• Leverage stakeholder feedback to continuously refine engagement strategies and improve customer outcomes.

Financial Management

• Lead the development and management of the departmental budget, ensuring alignment with strategic objectives and optimal resource allocation.
• Lead the development and management of the departmental budget, ensuring alignment with strategic objectives and optimal resource allocation.
• Oversee monthly financial performance, ensuring expenditure remains within approved limits and proactively addressing variances.
• Drive operational efficiency by identifying and implementing best practices across all financial and service delivery processes.
• Ensure robust governance and transparency in the management of overtime, allowances, and ad hoc expenditures.
• Monitor and report on commission structures, ensuring alignment with performance outcomes and business goals.
• Manage incentive programmes and pay-outs, ensuring they drive desired behaviours and support Tracker’s strategic priorities.
• Establish financial controls and reporting frameworks to support data-driven decision-making and executive visibility.
• Collaborate with Finance and HR teams to ensure seamless execution of personnel-related financial processes, including recruitment and retention cost management.
• Continuously assess cost-to-serve metrics to improve profitability and customer value delivery across service channels.
• Provide strategic financial insights to the Executive team, enabling informed decisions on investment, growth, and operational optimisation.

Qualification

• Essential: Bachelor’s Degree - Business Administration, Customer Experience Management, or Communication.
• Preferable: Postgraduate Qualification - MBA (Master of Business Administration) or equivalent, with a focus on Strategy, Leadership, or Customer Management or Postgraduate Diploma in Customer Experience, Service Design, or Organizational Leadership or Certified Customer
• Experience Professional (CCXP) Essential: 10 years management experience in Contact Centres. Essential: 5 years’ experience within customer services. Desirable: 5 years senior management experience.