Head of Customer Experience Full-Time

As Customer Experience Lead, you are be both a people leader and analytical decision maker — an incredible opportunity to own the strategy and execution of Fenix Mozambique’s customer experience approach, including call center operations and after sales service. You thrive on mastering the right mix of inspirational leadership, data-driven decision-making, and complex operational management. Reporting to the Country Lead for Fenix Mozambique, you will play a critical role in achieving our CX vision of being rated as the top company for customer service globally.

Key Responsibilities:

Team culture:

Build a team that is passionate about our mission, embodies Fenix values, and is excited to get out of bed every single morning to bring clean, reliable, affordable electricity to all households in Mozambique.

Team building:

Lead recruitment, team engagement, retention, and professional growth of the talent needed to achieve Fenix Mozambique goals:

• Lead and execute the strategy for scoping and sourcing the ideal profile candidates to build a motivated, quickly scaling, and high retention team of Service Center Associates (SCAs) and Customer Service Representatives (CSRs);
• Own the on-boarding process for our SCAs and CSRs to ensure they will be successful;
• Provide on-going training, mentorship, and development of individuals; ensuring in particular that the teams excel in providing an exceptional customer experience in every interaction with each customer;
• Identify and mentor potential leaders in the Call Center and in the Service Centers;
• Develop effective and scalable systems and oversee execution by effectively delegating and giving ownership to a strong team of high-performers below you;
• Build and manage a team of like minded, hard-working individuals including directly managing Call Center Manager and Service Center Manager.

Analytical decision making

Strategy, planning, and execution: Develop and execute customer experience strategy to scale nationwide operations in Mozambique (working closely with Fenix Leadership):

• Organization scale-up: Design and implement processes necessary for our Call Centers and Service Centers to SCALE rapidly to meet customer demand as we turn Mozambique into a ReadyPay country;
• Goal, target, and incentive setting: Use a strong grounding in our data to ensure that the team has clear, inspiring, and ambitious goals and targets, paired with incentives to drive motivation; in order to support growth in key areas including quality of service and efficiency;
• Delivery and execution: Manage a group of highly motivated teams and individuals to collaborate on achieving growth, revenue, and portfolio quality targets;
• Reporting: Coordinate, drive, and measure results in forecasting call center demand, planning adequate workforce capacity, and inspiring the team in real-time.

Global cross-pollination:

Collaborate  with other Fenix market teams & Fenix Global team to leverage best CX practices from Mozambique, implement best practices from other country teams, and brainstorm solutions to common challenges.

Innovation:

Create a culture of innovation at Fenix Mozambique and invest in innovative solutions to challenges, opportunities, and scale, including leading the implementation of our field based vetting application.

• Lead Fenix Customer Experience research and innovation (customer voice and customer financial lives) throughout Mozambique, using result to make strategic, data-driven changes in improve customer experience.

Qualifications/skills & experience

• Strong analytical decision making capabilities a hard requirement;
• Several years of experience leading and managing a team dedicated to providing top-tier customer experience. Preferably in a developing country setting;
• A Bachelor’s degree from a recognized institution;
• Knowledge and experience with call flow technologies and strategies;
• Excellent Written and Verbal Communication Skills in English and Portuguese;
• Excellent Microsoft Excel skills;
• Ability to transition between tactical and strategic projects;
• Specific experience with workforce methodologies is required.

Personal characteristics

• High level of emotional intelligence;
• Ability to work both in teams and independently;
• Critical thinking skills (ability to think outside the box);
• Good problem solving skills (solutions oriented);
• Good influencing and negotiation skills;
• Flexibility with ability to work under pressure to meet deadlines;
• Willingness and desire to learn new ideas;
• Proficiency in Emakhuwa, Cisena, Xichangana or other local languages highly desired.

To Apply

Please submit your resume and cover letter through the job posting at www.fenixintl.com/careers/. In your cover letter, please be sure to highlight the following:

1. Why you are interested in Fenix International, and
2. What excites you about this particular role.

Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment. We recognize the value of diversity in our workforce, and encourage all qualified candidates to apply. We thank all candidates who choose to apply, however, only those selected for a further interview will be contacted.

About Fenix

Fenix International is a technology company in the ENGIE group whose mission is to improve our customers’ quality of life through energy and financial inclusion. Our flagship product, ReadyPay Solar, is an expandable, lease-to-own solar home system financed through affordable installments from just $0.15 per day. We use real-time transaction data to create a next-generation credit score to finance power upgrades and other life-changing loans.

To date, we have sold over 300,000 ReadyPay Power systems across Africa and we are growing our product portfolio and geographic coverage to bring power and a wider world of financing to over 5 million customers by 2021.