Head of Customer Experience at Tracker Connect (Pty) Ltd

Introduction

• Tracker requires the services of a talented Head of Customer Experience who will be responsible for overseeing the strategy, planning, and execution of Tracker’s customer experience objectives. This role is pivotal in shaping the end-to-end journey for both existing and prospective customers. Working closely with various business leaders, the incumbent will drive improvements in service delivery and operational efficiency. All customer communications will be jointly managed by the Head of Customer Experience and the Marketing team, ensuring proactive, relevant feedback is consistently delivered to our customers. The ideal candidate must bring innovative thinking to develop experiences that not only elevate the Tracker brand but also foster engagement across all service touchpoints. A key responsibility will be to ensure customer satisfaction throughout every interaction, embedding measurable outcomes across customer-centric events and initiatives. A deep understanding of the competitive landscape, evolving customer needs, and the ability to lead with creativity and strategic intent are essential for success in this role particularly in supporting the university’s recruitment efforts.

Job description
Implementation of customer experience strategic objectives

Responsible for creating a comprehensive Customer Experience strategy to guide the Customer Service Centres, in aligning on service objectives and measures.

• Contribute to Tracker’s strategic growth by identifying opportunities in the service delivery process to upsell and retain customers.
• Lead the communication and execution of a plan designed to improve existing service delivery and improving quality of service
• Ensure the Service strategy is effectively implemented in KPI’s and executed accordingly.
• Constantly review processes in the various customer journey’s, optimise where required and measure the success thereof.
• Provide regular updates to the Executive team on strategy implementation progress and proactively address any issues or gaps.
• Take full ownership of key performance indicators across all stages and platforms of customer engagement.
• Lead the development of structured reporting and meeting frameworks to monitor and track performance outcomes.
• Advocate new ways of working across departments to foster improvements in customer experience.
• Provide strategic recommendations to the Executive team on recruitment, talent development, and process enhancements.

Quality and service delivery

• Ensure availability of knowledgeable staff to assist customers to ensure first call resolution.
• Responsible for quality of data and voice measurements and execution of improved processes
• Utilise resource planning data to improve efficiency and optimise consistent service delivery
• Identify and document process gaps and implement measures to resolve it.
• Regularly review Standard Operating procedures, train staff on changes and present during ISO audit process
• Document and measure process non-conformances aligned with the ISO process
• Measuring customer feedback via surveys, call dispositions and experience ratings to continuously improve customer experience.
• Responsible for the management of all social media interactions.
• Monthly collation and distribution of NPS,CSAT and Customer Success Scores to relevant stakeholders
• Identify trends from low scoring and highlight actions to be implemented.
• Conducting continuous customer experience research to stay relevant with new trends in the market.
• Ensure successful resolution of all escalated customer complaints, including the provision of feedback to customers.
• Conduct relevant analyses on the root causes of complaints with the objective of proactively eradicating such complaints
• Drive efficiency and consistent delivery of responses on customer requests.
• Assume responsibility for implementing relevant initiatives based on the insights generated from contact centre analytics to improve service delivery.

People Management

• Assume responsibility for the implementation of strategic targets, performance management, and the required cascading of performance objectives in order to drive operational success.   
• Responsible for the leadership and development of all staff within the Customer Service Call Centres.
• Responsible for constantly maintaining a professional environment.
• Apply knowledge, seek assistance, assign resources and apply judgement to resolve people related problems effectively.
• Responsible for setting an example for all senior leaders and staff by living the values and the brand of Tracker every day.
• Assume responsibility for sharing best practices, strategies and initiatives with the interest of ensuring success across all strategic functions within Tracker.
• Maintain a continuous focus on improving overall productivity throughout the Customer Service call Centre’s
• Assume responsibility for creating an environment where staff are engaged and successfully retained.
• Responsible for guiding, mentoring, coaching and recruitment and engagement with all Call Centre staff.

 Collaboration

• Responsible for driving the Customer Experience philosophy and key deliverables across all customer service centres and regions
• Responsible for managing executive level relationships to ensure mutually beneficial working conditions and alignment of expectations
• Create and maintain cross-functional relationships with all stakeholders to jointly deliver the best Customer Experience.
• Responsible for implementing and maintaining relevant processes to measure customer satisfaction with all Service Call Centres and ensure improvements are implemented where needed.

 Financial Management

• Determine the financial operations budget and manage monthly expenditure to achieve objectives within the prescribed budget.
• Responsible for determining relevant best practices to create efficiencies in every process.
• Responsible for preparing and managing the budget for the department.
• Monitoring and reporting of overtime & allowances expenditure.
• Managing and reporting of incentive pay-outs and drives.
• Managing and reporting of monthly ad hoc expenditure.

Minimum requirements

• Essential: Post graduate degree (Customer Service and Call Centre related)
• Essential: 10 years management experience in Call Centres.
• Essential: 5 years’ experience within customer services.
• Desirable: 5 years senior management experience.
• Experience in Customer Experience Measurement and analyses advantageous
• Experience in people management, leading and directing multiple team members in a busy task-oriented environment
• Relevant marketing experience, ideally in a customer-centric fast paced environment
• Have a broad understanding of contact centre technologies, customer service, people management
• Knowledge of customer experience management approaches and methodologies
• Have a broad understanding of vehicle tracking and GSM technology
• Computer Literacy (MS Office, MS Outlook)
• Strategic Leadership
• Creative thinking (initiative)
• Results driven
• Persistence
• Customer service orientation
• Analysis and insight generation
• Resilience and ability to work under pressure
• Assertiveness and conflict management resolution
• Empathetic and influential
• Strong interpersonal skills
• Management of financial resources
• Judgment and Decision Making
• Complex Problem Solving
• Strategic thinking
• Critical Thinking
• Speaking to convey information effectively
• People skills
• Social Perceptiveness 
• Active Listening