Regional Director of Customer Experience

1 day ago


Sandton, South Africa HR Genie Full time
Job Description:

As a key member of the HR Genie team, we are seeking an exceptional Regional Director of Customer Experience to lead and enhance the customer service function across the region. This role is integral to delivering exceptional customer experiences and driving operational excellence.


Key Responsibilities:
  • Create and implement regional customer service strategies aligned with global vision and business objectives.
  • Develop strategic direction and oversee operational plans, measures, and budgets to achieve targeted results.
  • Influence and shape customer experience strategies to support the regional network.
  • Lead and organize highly strategic activities with significant business impact.
  • Maintain consistent daily operations of customer service teams, including KPI management and quality standards calibration.
  • Foster high engagement and motivation among regional customer service teams.
  • Represent the region in global and regional executive committees.
  • Analyze market and customer information to develop targeted customer service strategies.
  • Provide expert input on regional business decisions and programs.
  • Formulate and oversee regional customer service programs, policies, and processes.
  • Drive innovation and identify appropriate technologies to enhance customer service management.
  • Monitor customer feedback and implement sustainable solutions to improve service delivery.
  • Benchmark and embed world-class customer service practices at the regional level.
  • Collaborate with senior executives across functions to align customer service strategies with business objectives.
  • Lead and develop the regional Voice of Customer team to enhance customer experience.
  • Explore and implement digital solutions to elevate customer service standards.


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