Safaricom Limited is
the leading mobile telecommunications company in Kenya.
At Safaricom, we take
pride in our talent and develop them to realize their maximum potential!
HoD. Customer
Experience
Ref: CC – HCE - FEB. 2013
Ref: CC – HCE - FEB. 2013
Reporting to the
Director Customer Care, the job holder will be responsible for the formulation
and execution of the business customer experience strategy through
cross-functional engagement to improve our overall customer satisfaction.
She/he will work
together with Business Units to deliver on a Single Customer Retention
Strategy, with specific focus to the High Value Customer Segment.
The successful candidate will be responsible for;
The successful candidate will be responsible for;
- Developing
& delivering the customer experience strategy through engagement
with all stakeholders;
- Defining
and sensitizing the business on the end-to-end customer experience
journey;
- Together
with Stakeholders, driving the development of best practice retention
strategies & models for the high value customer segment;
- Actualization
of the retention strategy leveraging on the Customer Care channel delivery
model;
- Integrating
and continuously reviewing retention & experience initiatives within
Customer Care to improve overall customer delight index;
- In
consultation with the stakeholders design metrics for monitoring &
reporting customer experience within Customer Care;
- Departmental
budget forecasting, actualization and monitoring;
- Provide
leadership to the team managed as well as cross functional teams in the
implementation of practical operational plans with the aim of achieving
optimal balance between the use of technology and people to achieve
business objectives.
The ideal candidate will possess:
- Honors
Degree from a recognized university;
- 7-8
years’ experience in a Call Centre/Marketing division of a blue chip
service oriented company; at least 4 years of which should be in a
leadership position with strong background in designing & implementing
experience & retention strategies;
- Project
Management skills an added advantage;
- Excellent
organizational skills and ability to manage multiple tasks across multiple
sites and multiple systems;
- Strong
leadership& management ability to inspire and coach employees to
accomplish strategic goals and related tasks;
- Good
reporting & analytical skills with ability to articulate complex
issues and simplify them to facilitate decision making;
- Excellent
communication and presentation skills;
- Detail
oriented;
- Strong
interpersonal skills with the ability to manage internal and
external relationships towards SLA compliance;
- Good
commercial acumen.
If you meet the requirements and are self driven, proactive and
up to the challenge, please send your resume and application letter quoting the
job reference number to the address below.
All applications must
be delivered on or before Thursday 7th March 2013.
The Senior Manager –
Talent Acquisition
Safaricom Ltd Nairobi
Safaricom Ltd Nairobi
Via E-mail to
hr@safaricom.co.ke