An opportunity to lead the Customer Experience charge, working with a pan African leader in the ICT space with a strong heritage, proven technology and one of the broadest portfolios in the industry!

About the Role:

As the Head of Customer Operations & CX, you’ll be the strategic mastermind leading our customer-facing teams. You’ll oversee the Service Operations Centre, ensuring seamless service delivery and sky-high customer satisfaction.

You’ll be responsible for:

  • Leading & Managing:
    • Customer Service Operations Centre (CSOC) across the Group
    • Service Assurance Management function
    • Customer Experience initiatives and projects
  • Championing Customer Experience:
    • Implementing and refining our Customer Experience technology vision
    • Driving Voice of the Customer initiatives across the customer journey
    • Supporting digital and customer experience portals & external surveys
  • Optimizing Operations & Building Teams:
    • Overseeing SLAs & OLAs attainment and overall customer satisfaction
    • Leading team development and performance management
    • Driving automation projects and process improvements
    • Managing annual budgets and forecasts

We’re looking for someone with:

  • Proven Experience:
    • Customer Operations Call Centre Management
    • Service Management (ITIL & eTOM understanding a plus)
    • Team Leadership and People Management
    • Project Management
  • Strategic Acumen:
    • Business Acumen & Financial Understanding
    • Customer Experience & Lifecycle Methodology
    • Strategic Thinking and Change Management
  • Technical Expertise:
    • Understanding of Business Processes & Systems
    • Knowledge of Telecommunications Industry (a plus)

Location: Johannesburg (Northern Suburbs), Gauteng

Ready to make a real impact on our customer experience? Please confirm your interest by sending a detailed CV to (Reference CECX_CH_G)