Head Customer Experience

1 week ago

Randburg, South Africa Tracker South Africa Full time

**Position Summary**:
**Industry**:IT & Internet
- **Job category**:Customer Service**Location**:Randburg
- **Contract**:Permanent**Remuneration**:Market Related
- **EE position**:Yes**Introduction**:
Tracker requires the services of a talented and experienced Head: Customer Experience to focus on developing, implementing and reviewing the customer experience strategy in order to ensure that the approved strategic objectives are achieved for the Tracker business within the stipulated timeframes. The successful incumbent will create and drive the end-to-end experience of Tracker customers and prospective customers. This role will be accountable for all KPIs across our customer journey, lead on customer-experience activities and take responsibility for planning, developing and managing of customer engagement. Leading on overall customer communication and engagement plans aimed at measurably increasing conversion rates at all stages of customer journey.

**Job description**:
**Key roles and responsibilities**:
**Strategy Formulation**
- It is essential that the role holder can provide innovative ideas to develop experiences that showcase the Tracker brand, but also drives engagement across all service delivery touchpoints
- Head of Customer Experience will be responsible for ensuring that customer satisfaction across all engagement points and will embed relevant measurements across a range of events and customer focused activities.
- Ensure that the customer experience strategy is implemented across all relevant departments and touch points.
- Ensure customer experience delivery team works in collaboration with all other business functions to deliver great end-to-end customer experience.

**Operational Services Delivery**
- Responsible for identifying and documenting any process gaps related to customer experience.
- Ensure that the implemented Standard Operating Procedures and quality assurance remain valid.
- Responsible for the monitoring of customer feedback, surveys and experience ratings to continuously improve customer experience.
- Responsible for consistent focus on service standards, problem resolution and root cause analysis.
- Responsible for the management of all interactions across all customer engagement channels
- Assume responsibility for conducting continuous research and analysis to enable improvement of customer experience.
- Deliver projects which lead to the creation of an industry leading customer experience that is in the fore front of simplicity and usability
- Responsible for the investigation, as well as the successful resolution of all escalated customer complaints, including the provision of feedback to customers.
- Responsible for the generation and utilisation of insightful analytics that enables the management teams to deliver a continuously improving experience.
- Ensure adherence to statutory requirements (TCF, POPIA, FAIS etc.)

**Financial Management**
- Cultivate financial management practices across the department geared towards optimising the effective use of assets and minimising cost.
- Responsible for continuously scanning the environment for potential opportunities to grow the Tracker business in line with stakeholder expectations
- Prepare a complete and optimised budget for the Customer Experience function that enables the achievement of the strategy.
- Responsible for the successful achievement of all financial targets and goals for the Customer Experience function as set out in the approved budget.
- Ensure adherence to the financial authorities contained in the current Delegation of Authority document.
- Directing customer experience practices to ensure alignment with Tracker’s cost management framework (customer experience, admin and finance)
- Design incentive budget through well-articulated business case
- Responsible for determining relevant best practices to create efficiencies in every process.
- Monitoring, managing and reporting of overtime, commissions, incentives & expenditure.
- Managing and reporting of monthly ad hoc expenditure.

**Stake Holder Management**
- Responsible for driving the requirements and Tracker’s expectations by ensuring that these are translated into the everyday activities of the function.
- Coordinate and partner with relevant teams in the development of required systems/platforms to manage the end to end customer experience.
- Responsible for tactical level relationships directly to ensure mutually beneficial working conditions across Tracker’s functions.
- Provide for the creation and maintenance of mutually beneficial & growth relationships with relevant internal & external stakeholders by ensuring that partner obligations are met, and expectations exceeded.
- Ensure effective cross-functional Tracker relationships through sharing of relevant information to assist all departments in achieving their strategic objectives.

**People Management**
- Lead and manage the Customer Experience leadership team including the full hu

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