We are currently sourcing for a strategic telecom professional to lead its Customer Experience (CX) function. The ideal candidate will have strong expertise in customer service operations within the telecom/ISP industry, with a track record of driving customer satisfaction, issue resolution, and service quality. As Head of Customer Experience, you will oversee the development and execution of customer care strategies, ensuring prompt, consistent, and empathetic service across all channels.

Key Responsibilities

Customer Experience Strategy & Management

• Develop and implement customer experience strategies aligned with business goals.
• Ensure end-to-end optimization of the customer journey across all channels (call centre, social media, email, field support, etc.).
• Establish service standards and KPIs for responsiveness, resolution time, and customer satisfaction (e.g., CSAT, NPS).
• Lead initiatives that enhance customer loyalty, reduce churn, and improve service delivery.

Customer Service Operations

• Manage day-to-day operations of the Customer Care and Support teams, ensuring efficiency and quality service delivery.
• Design and implement systems and processes to ensure all customer enquiries are resolved within agreed timelines.
• Monitor customer complaints, feedback, and trends to identify service gaps and take corrective action.
• Collaborate with internal departments (e.g., technical, sales, billing) to resolve escalated issues and remove service bottlenecks.

Leadership & Team Development

• Lead and develop a high-performing customer service team, promoting a culture of accountability, empathy, and excellence.
• Oversee staffing, training, and performance evaluations for team members.
• Create a supportive team environment with strong communication, motivation, and recognition practices.

Data-Driven Service Improvement

• Utilize customer data and analytics to identify opportunities for service improvements.
• Leverage tools such as CRMs and customer support platforms to enhance visibility and operational control.
• Generate and present periodic reports to senior management on service metrics, trends, and improvement initiatives.

Regulatory Compliance & Stakeholder Management

• Ensure that all customer service activities comply with regulatory standards and telecom guidelines.
• Represent the Customer Experience function at senior management and cross-functional meetings.
• Serve as the voice of the customer within the organization, advocating for service excellence in all touchpoints.

Workplace Environment and Confidentiality

• Maintain customer service operations in a manner that ensures confidentiality and professionalism, including the setup of a customer-focused space separate from general open offices to protect sensitive customer interactions.

Qualifications and Requirements

• Bachelor’s Degree in any relevant field; MBA or Master’s in a business-related field is an advantage.
• Minimum of 8 years of experience in telecom or ISP environments, with at least 6 years in customer care and 5 years in leadership roles.
• Proven track record managing customer service teams of at least 20 members, including multiple direct reports.
• Strong experience with CRM systems, customer complaint management tools, and SLA monitoring.

Core Competencies

• Strategic and Analytical Thinking
• Customer-Centric Leadership
• Empathy and Communication Skills
• Process Improvement and Innovation
• People Management and Team Motivation
• Decision-Making and Conflict Resolution
• Attention to Detail and Accountability

Technical Skills

• Strong data analysis skills using Excel, CRM tools, dashboards
• Experience managing contact centre technologies
• Familiarity with Six Sigma, Quality Management Systems, or similar methodologies is an advantage

Method of Application

Interested and qualified? Go to Careers Verified on forms.gle to apply