Vacancy

Head of Customer Experience

PRI - Precision Recruitment International

PRI is recruiting a Group Head of Customer Experience, to be based in Maputo.

Duties
  • To ensure that the Group has effective standards for sales and service delivery, policies
  • and procedures and customer service framework that promotes superior customer
  • experience
  • To conduct research and segmentation analysis to identify cross sell opportunities
  • To coordinate country marketing activities with local teams to ensure the proper brand
  • standards are followed and a uniform message is conveyed
  • To ensure that the “look and feel” of all customer touch points across the group are
  • standardized and aligns with the brand
  • To promote a culture of a customer centric sales and service and to ensure that the
  • necessary competencies are available and present
Requisites
Key Accountabilities
  • Develop and ensure implementation of sales standards in a hub and spokes model that
  • incorporates branch and various alternative delivery channels
  • Create customer service standards and ensure adaptation by the subsidiaries
  • Develop tools including branch scorecards, individual KPI’s and mechanisms for collecting client feedback to measure sales and service delivery at various levels
  • Work with country Heads of Consumer Finance and Financial Inclusion to develop optimal channel usage mix, delivery of product sales targets and launch of sales initiatives
  • Utilize captured customer data and other market intelligence available to design preset
  • research parameters in order to develop targeted product offerings based on demographic analysis and to identify cross sell opportunities for increased customer retention
  • Propose product pricing changes in response to market conditions while still maintaining
  • overall profitability targets
  • Design and implement marketing plans at multi country level, support product launches by creating the appropriate market awareness. Measure ROI on activities and adjust as necessary
  • Work closely with Corporate Affairs on branding rollout, collect and provide feedback on the brand’s perception in the market
  • Seek out strategic partnership opportunities within individual markets and across regions that can enhance brand visibility and provide value added services to target segments
  • Identify gaps, develop course curriculums and coordinate a structured sales and customer service training program working with the Head of Learning and Development and outside technical assistance providers
Thinking Requirements and Working Complexity
  • Ability to develop and communicate well structured proposals, including country and
  • regional action plans
  • Ability to design and conduct research and interpret data for developing strategic plans
  • Ability to develop and communicate industrial vision, mobilize and motivate local teams
  • to share and adhere to the vision
  • Where problem facilities are identified, workout and loss control strategies need to be
  • formulated and job holder needs to be able to bring knowledge and experience to this,
  • both first hand, and also of a “where else to look and seek advice” nature
  • Ability to identify issues and come up with unique and practical solutions
  • Ability to devise revised strategies to avoid repeat mistakes
  • Ability to develop a good working relations with all executive management (and other
  • levels) for a smooth running of the business but at the same time must demonstrate the
  • authority and courage to challenge the status quo when necessary
Knowledge and Experience Required of Job Holder
  • University degree in Business Administration, Economics or Marketing
  • A minimum of 10 years successful experience in a marketing/sales function in a multicountry setting in Africa within the financial services, retail banking, FMCG, telecom or beverage industries with P&L responsibilities
  • Experience in working with and delivering results through various channels, including both
  • face-to-face and electronic media interactions
  • Experience with designing and implementing marketing plans at multi country level
  • Possession of clear thought and expression, both verbal and written, together with the
  • ability to mix and converse freely with all levels of management, including at Board level
  • and both internal as well as external. Interaction will also be at a high level with
  • professional service providers, ratings agencies and with regulator
Notes
  • Only short listed applicants will be contacted
This vacancy is no longer accepting applications

Details

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