Head Customer Experience -Umhlanga, SA at Ignition Group

The role: 
Are you passionate about the overall management of the customer experience goals of the business? Is ensuring that this is driven across all business functions, consistently delivering great end to end customer experience across stages, channels, touch points throughout the customer journey a priority for you? Then this might be the place for you! 
 
With a reputation as one of Africa's largest providers of technology, media, telecommunication and financial services, Ignition Group is looking to hire someone that is driven, meticulous and works well under pressure for the exciting role of Head: CX and Customer Operations.  
 
The Head: CX and Customer Operations will lead and develop the customer care department to enhance performance and management of key performance measures and processes for Customer Operations. The successful customer-centric individual will also oversee the overall management of the billing, operations & ticketing, to ensure a seamless quality service across all customer facing teams.

The Detail: 

Customer Experience 

• Implement actions to address customer pain points and processes to enhance customer experience across all virtual networks, and drive a customer first approach across all units in the business. 
• Monitor all social media channels to establish trends and develop specific response techniques to offer a consistently high level of customer service.  
• Maintain the integrity of the brand CI and DNA across all applications. 
• Ensure operational excellence is delivered through good stakeholder relationship management with internal and external parties.  

Strategic Intent   

• Lead the development of the strategy and policies for the MVNE Customer Operations department in conjunction with sound operational understanding.   
• Develop, implement, and revise policies, operational procedures to ensure functional effectiveness of the division.  
• Drive the development and reviews of the Customer Operations activities.   
• Manage and maintain relationships with the relevant stakeholders for the division and company.   
• Set Customer Operations (KPI’s) targets across all functional areas and ensure that they are met.   
• Conduct weekly review and status of the business with senior staff.   
• Oversee systems and controls to adequately meet and maintain service levels and KPI’s.   
• Accountable to achieve customer service and Contact Centre operation objectives.   
• Accountable for all aspects of leading the following functional areas: Customer Service Centers, Data Call Centers, Touch Point Management (Channel Management), Collections, Billing. Shared responsibility for Churn, Supply Chain Operations, Subscriber Accounting, and monitoring – relating to operational MVNE requirements.   

Staff Management and Training 

• Recruit employees, assign and direct work, oversee their development, identify training needs and maintain staff competence.  

Customer Service Management.  

• Achievement of customer care key performance drivers.   
• Reduce cost to serve.  
• Improve first call resolution.   
• Identify and improve on current processes to improve customer experience.  
• Empower and engage the customer service team.   
• Use customer insight to improve customer experience and identify customer pain points.   
• Drive quality and consistency within the customer care team.   
• Maintain employee satisfaction.   

Operations & Billing Management 

• Upskill customer operations team to better support the business as we grow & ensure effective use of resources. 
• Implement operations standby roster to ensure 24/7 operational support.   
• Automate key operational processes to improve service to clients.   
• Configure and manage ticketing for the business.  
• Drive customer focus across the operational/billing team.   
• Ensure quality checks are implemented across all bill, run and monthly reset processes.