Executive: Customer Operations/ Experience

*Structural Information
Job number:*

Job title:
Executive: Customer Operations/ Experience

Job grade:
M3

Group/ BU:
CSB

Division:
CSB CCO

Span of control:
5-10

Reports to:
Top Management

*Core Description*
Responsible for shaping and driving the overall customer experience strategy to build loyalty, retention, and business growth. Oversee customer service operations to ensure high-quality, timely support, while leveraging customer insights and data to identify improvements. Lead position leads cross-functional collaboration to design and deliver seamless, integrated customer journeys across all touchpoints, fostering a customer-centric culture throughout the organization. In addition, it manages budgets, forecasts, and performance metrics, while ensuring alignment of customer experience initiatives with Telkom's strategic objectives and maintaining a unified, consistent view of the customer across systems and channels.

*Job Responsibilities*

• Develop and execute customer experience strategies to drive loyalty, retention, and growth.
• Oversee customer service operations, ensuring high-quality support and issue resolution.
• Analyze customer feedback and data to identify areas for improvement.
• Lead cross-functional teams to design and deliver seamless customer journeys.
• Foster a customer-centric culture within the organization.
• Develop and manage budgets, forecasts, and metrics for customer experience and customer service.
• Collaborate with all Telkom stakeholders to align customer experience initiatives with business objectives.
• Implement and maintain a single view of the customer across all touchpoints and systems.

Ensure Consistent And Integrated Customer Experiences Across

• Physical channels: Contact centers, stores, branches, events
• Digital channels: website, mobile app, social media, email

Physical Channels
Channel Specific Responsibilities

• Design and optimize in-store experiences
• Manage customer service at physical locations

Digital Channels

• Develop and implement digital customer experience strategies
• Oversee social media and online customer support

Overall Goals

• Improve customer satisfaction and loyalty metrics.
• Reduce customer complaints and issues.
• Increase customer retention and growth.
• Enhance customer experience through innovative solutions.
• Achieve a unified customer view to inform business decisions.
• Deliver seamless experiences across physical and digital channels.

*Core Competencies
Functional Knowledge And Skills*
Customer experience design and delivery; Customer service operations management; Leadership and team management; Data analysis and interpretation; Strategic planning and execution; Communication and stakeholder management; Budgeting and forecasting; Data integration and management; Omnichannel experience design

Competencies (Behaviour)
Thought Leadership: Develop strategies and create ideas and insight for the function.

Market Leadership: Develop expertise to seize opportunities, influence people and implement.

Business Leadership: Pursue strategies, goals and action employees to implement and follow-through on targets.

People Leadership: Empower, influence and direct people to make decisions.

Personal Leadership: Embrace change and work in a team with an alignment of self-values towards Telkom values.

*Certifications*

• None

*Education*

• NQF 7: 3 year Degree
• MBA will be an advantage

Experience

• 8 Years relevant experience, of which at least 3 years on senior management level

*Additional Information
Special Requirements*

• Proven experience in customer experience and customer service leadership roles.
• Strong understanding of customer behavior, market trends, and industry benchmarks.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to drive change, innovation, and continuous improvement.
• Strong analytical and problem-solving skills.

*Special Requirements
Physical Requirements*

• None

*Key Stakeholders*

• Telkom stakeholders (Marketing, Product Sales Channels, regions, network, IT and Group Corporate Affairs)
• Research Vendors
• Equipment/ Device Vendors
• Capability and service partners
• Specialist Contractor Providers/ Vendors/ Partners
• HR
• Finance