Head of Customer Experience

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