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