Head - Customer Experience

Wananchi Cable Tanzania Limited is part of the Wananchi Group and one of Eastern Africa's leading Internet service providers. We are looking for a Head - Customer Experience who will work independently to provide professional and focused customer service both internally and externally. He/she will be reporting to the Country Manager and Customer Experience Director.

Key Responsibilities

• Manage the Customer Service Department to provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.
• In conjunction with the Director CE, agree on performance objectives and measures for the team, providing regular feedback on honest assessment and achievement.
• Work with transversal teams - Commercial (Zuku Fiber and Zuku TV), Technical, IT and others to ensure quality service delivered and timely, effective service support provided to each customer.
• Analyze customer lifecycle trends, market forces, competitor activities and propose short-term and long-term customer retention strategies in order to achieve retention and revenue objectives. Manage customer accounts to develop loyalty and prevent churn.

Qualifications

• University Degree in a Business related field.
• Experience with telecommunications and/or ICT service providers, not less than 1 year.
• At least 5 years experience of Supporting Customers on Fiber to the Home (FTTH), with at least 2 years in a leadership position.

How to Apply

Apply to recruit@ke.wananchi.com, Deadline 27th September 2024