Head of Customer Experience

5 months ago

Cape Town, South Africa Deka Minas (Pty) Ltd Full time

The main purpose of this role is to manage the business relationship with our customers, solving lasting customer problems, building a long
- term competitive advantage, retaining loyal customers, creating a strategy to increase profitability and providing a comprehensive customer perspective for executive decisions to increase the lifetime value and profitability of our customers.

The Head of Customer Experience is responsible for developing and implementing a customer-centric strategy that enhances the customer experience across all touchpoints. They will lead the Customer Experience team and work closely with other departments to create a seamless, consistent, and exceptional customer experience. The Head of Customer Experience will champion customer advocacy and continuously improve the customer experience by analysing customer feedback and data, developing customer insights, and implementing effective customer service solutions.

**Duties and Responsibilities (Include but is not limited to)**:
**Strategy Management -**
- Develop and implement a customer experience strategy that aligns with the company's business objectives.
- Develop and implement a customer-centric strategy that aligns with the organization's business objectives.
- Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centred design and performance management.
- Establish and roll-out the company’s customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.
- Ensure an effective CRM platform is in place and remains relevant to our business and customer’s needs.
- Review industry best practices and benchmarks to ensure Mukuru is always efficient in their setup and operation across Customer Experience.
- Establish and maintain efficient and effective customer experience processes and standard operating procedures for the organisation and its internal and external customers.
- Drive the global customer experience strategy and ensure cross functional integration, management and planning for the best Customer Experience throughout the organization.

**CRM Optimisation -**
- Analyse customer feedback and behaviour data to identify trends and areas for improvement in the customer journey.
- Ensure correct segmentation of the client database.
- Ensure that insights are gained from the client database that can influence marketing campaigns to

improve the customer experience, drive retention and loyalty.
- Drive customer digital journey transformation
- Compile reports based on the information output

**Customer Experience -**
- Drive a culture of customer focus across all products and verticals in the group.
- Demonstrate agility by focusing on continuous improvement, showing the ability to quickly solve day-to-day business challenges as well as identify new processes and
- Develop frameworks for speed of delivery and initiating appropriate change.
- Assist with building one view of customers across business divisions.
- Develop and stimulate process changes across all the customer touch points in the various

departments i.e., contact centre, info-centre’s, website etc.
- Analyse the current Customer lifecycle and touch point interactions and map customer processes at all

customer touch points across all brands.
- Ensure that quality audits are carried out on customer touch points including info centres, branches,

contact centre and support teams.
- Ensure that quality audits are conducted on the various company platforms including the website,

USSD, App and Mobi
- Review and optimize audits and checks on sending options.
- Collate feedback on audit findings and provide recommendations for improvement and efficiencies.
- Develop and maintain customer personas to better understand and meet customer needs.
- Create a customer journey map to identify key touchpoints and pain points in the customer experience.
- Continuously monitor customer trends and industry best practices to ensure that the organization is

delivering a best-in-class customer experience.
- Lead the Customer Experience across the organisation through review of the full journey including all

touchpoints (Acquisition, Website, Checkout & Payment, Customer Enquiries, Delivery, Loyalty) to

maximise the Customer Experience.
- Improve CSAT (Customer Satisfaction), average response time, average resolution time and other

Customer Metrics.
- Increase the rate of repeat purchases through return customers as a result of excellent Customer

Experience.
- Ensure the team is continuously trained and capable of maintaining high quality communication across

all brands and platforms.
- Identify new tools and technologies to better serve the customer base.

**Business Partnering; Communication & Visibility -**
- Ensure smooth and effective onboarding process across all corridors and verticals Identify and put in place measur

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