PHCC is recruiting for one of its clients, a Head of CX and Care:
Purpose of the Position:
To develop and drive the implementation of an innovative customer experience and customer care strategy that delivers a consistent and trusted customer experience;
Lead the delivery of a best-in-class customer experience and project delivery capability that ensures consistency throughout the customer journey;
This role will also be responsible for running the entire customer care operation, formulate and deliver innovation and enhancing services strategies, designed to meet the changing needs of the business and customer care.
Main Responsibilities
Develop the customer experience and customer care strategy, ensuring that
this strategy is aligned to the brand experience and enables customer base
and subscriber growth, guided by leading practice;
Redesign core-processes to improve overall customer care & experience;
Position customer experience as a key lever to drive customer retention and brand evangelism (‘Apple Experience’), embedding customer centricity;
Develop Digital and Social Customer-Care Strategies;
Expand on service segmentation strategies to different on customer value;
Ensuring an excellent service experience for all customers by delivering and maintaining high levels of customer value across an omni-channel ecosystem;
Constantly build knowledge of thought leading customer experiences to ensure that the organization becomes the reputed leader in creating the best & most consistent customer experiences;
Drive and entrench a customer centric culture across the organization ensuring that all employees understand what their contribution is to the Customer’s experience;
Pro-actively collaborate with the relevant stakeholders in managing department specific risks and ensure appropriate and timeous escalation of risks and issues take place;
Develop and define policies for the channel partner operating model
including the defined partner offerings, the value propositions, the tiered
requirements, benefits and frameworks for governing partner rebates &
promotions;
Monitor customer experience progress against global benchmarks;
Set budget for the Business Unit including the setting of goals and targets;
Manage financials and associated controls in respect of the Division (effective cost control).
Qualifications and Experience:
Post Grad Qualification in Business Management or similar;
A minimum of 10 years in a consumer marketing/commercial/operations/project management leadership role with a minimum of 5 years’ experience with direct responsibility for projects that delivered exceptional customer experience;
Proven track record of management and delivery of exceptional customer experience;
Experience in project delivery in a multi-channel customer facing environment;
Detailed commercial and financial acumen, preferably with a project management qualification;
Management of multiple teams
Technical Competencies
Customer Relationship Management (CRM)
Sales Management
Developing value propositions
Project Management
Financial Management/Budgeting
Customer Experience
People Management
Competitive analysis
Research and reporting
System Thinking
Commercial Acumen.
Send your application to consultantmz1@phccglobal.com
The deadline is 6th Feb. 2019. Only the shortlisted candidates will be contacted.