Executive: Customer Experience Centre

Tracker South Africa; Randburg; On-site; ZAR 900,000 - 1,100,000; Full time

Job summary

A leading customer service organization in Randburg seeks an Executive: Customer Experience Centre to shape and implement customer experience strategy across all service channels. The role focuses on improving customer satisfaction and loyalty, managing contact centre operations, and ensuring alignment with the company's strategic objectives. Candidates should have a solid management background with at least 10 years of experience in contact centres and customer services, as well as a Bachelor's degree in a relevant field.

Qualifications

• 10 years management experience in Contact Centres.
• 5 years’ experience within customer services.
• Experience in people management in a busy environment.

Responsibilities

• Lead the customer experience strategy across all service delivery channels.
• Oversee the design and execution of customer journeys.
• Manage escalated customer complaints and resolution processes.

Skills

Creative thinking

Negotiation Skills

Conflict Management

Strong interpersonal skills

Analytical and insight generation

Strategic thinking

Problem Solving

Education

Bachelor’s Degree in Business Administration

Postgraduate Qualification - MBA

Job description

Overview

Tracker requires the services of a talented and experienced Executive: Customer Experience Centre for shaping and leading Tracker’s customer experience strategy across all service delivery channels. This role is central to ensuring that every customer interaction reflects Tracker’s brand promise, drives satisfaction, and strengthens loyalty. The successful incumbent will oversee the design and execution of end-to-end customer journeys, embedding customer-centric thinking into operational processes, technology platforms, and communication strategies. The role is accountable for driving measurable improvements in customer engagement, conversion, and retention ensuring that Tracker remains differentiated in a competitive market.

Strategy Formulation and Implementation

• Develop and implement the CX strategy aligned to Tracker’s business objectives, ensuring measurable impact across all customer touchpoints.
• Drive customer satisfaction and loyalty through continuous improvement initiatives informed by feedback, analytics, and service performance.
• Lead and optimise contact centre operations, ensuring service excellence, responsiveness, and alignment with Tracker’s brand promise.
• Embed CX metrics and reporting frameworks to monitor performance, identify gaps, and drive data-informed decision-making.
• Oversee customer communication and engagement plans, ensuring consistency, clarity, and alignment with Tracker’s strategic messaging.
• Manage escalated customer complaints and resolution processes, including root cause analysis and preventative action planning.
• Lead cross-functional collaboration with marketing, sales, technology, and operations to deliver seamless customer experiences.
• Champion people development and performance within the CX and contact centre teams, fostering a culture of accountability and excellence.
• Engage with internal and external stakeholders, including shareholders and partners, to align CX delivery with strategic expectations.
• Manage departmental budgets and financial performance, ensuring cost-efficiency and alignment with Tracker’s commercial goals.

Customer Experience and Service Delivery across all customer touchpoints

• Assume responsibility for implementing relevant initiatives based on the insights generated from contact centre analytics to improve service delivery.
• Develop and implement a unified CX strategy across all customer touchpoints, ensuring consistency in service delivery and brand experience.
• Establish CX performance metrics and feedback loops to monitor satisfaction, retention, and advocacy across channels.
• Drive cross-functional alignment between CX, marketing, sales, and operations to ensure seamless customer journeys.
• Embed customer-centric culture within frontline teams through training, coaching, and performance management.
• Lead innovation in customer engagement, leveraging digital tools and data insights to personalize experiences.
• Ensure governance and compliance in service delivery, maintaining Tracker’s standards and regulatory requirements.
• Oversee service recovery protocols to address customer complaints and escalations effectively and promptly.
• Collaborate with BI and analytics teams to track and report on CX trends, pain points, and opportunities for improvement.
• Champion voice-of-customer initiatives, including surveys, focus groups, and sentiment analysis, to inform strategy.
• Continuously improve operational processes to enhance speed, quality, and consistency of service across all touchpoints.

Contact Centre and Call Centre Management

• Assume responsibility for the setting of relevant and meaningful objectives for the Contact Centre and ensure alignment with Tracker’s overall strategic goals.
• Develop and implement business strategies, plans and concepts for the consumer and business channels.
• Performance ensuring that daily targets and key metrics are met or exceeded against the briefs.
• Ensure that all the campaigns are correctly captured, reported on all internal systems, and measured accordingly.
• Responsible for the maintenance of existing databases and sourcing of first-time customer databases.
• Effective and accurate database management aligned to the Business Intelligence and Direct Marketing key objectives.
• Initiate and development of outbound touch strategy; integrate acquisitions & outbound sales activities with marketing and customer centricity activities and key objectives.
• Develop and implement an appropriate performance measurement model in line with the overall sales strategy.
• Assume responsibility for all performance reporting.
• Coordinate the development of required systems/platforms to manage the end to end processes and report at all levels.
• Assume responsibility for the development, implementation and management of relevant policies, procedures and sales processes.
• Implement benchmarks and standards in terms of process flows, quality process, recruitment and training.
• Responsible for monitoring and management of competitor information and market intelligence.
• Effectively build, maintain and manage relationships with internal and external stakeholders to drive mutually beneficial relationships.
• Overview and ownership of messaging, where relevant to customer touchpoints
• Effective communication of brand values, institutional strengths through all customer touchpoints
• Oversee all customer facing communication plans and messages that have clear content and (where applicable) call to action and actively encourage various target audiences

People Management

• Lead the implementation of strategic targets and ensure cascading of performance objectives to drive operational excellence across Service and Sales Contact Centres.
• Provide leadership and development for all staff within the Service and Sales Contact Centre division, fostering a high-performance culture.
• Create and maintain a professional, customer-centric environment that reflects Tracker’s values and brand promise.
• Resolve people-related challenges by applying sound judgment, leveraging expertise, and allocating appropriate resources.
• Model Tracker’s values and brand ethos, setting a consistent example for senior leaders and frontline teams.
• Promote cross-functional collaboration, sharing best practices and strategic initiatives to support success across all customer engagement functions.
• Drive continuous productivity improvements within the Service and Sales Contact Centre through process optimization and performance monitoring.
• Cultivate a culture of engagement, development, and retention, ensuring staff are supported and empowered to grow.
• Oversee staffing strategy and personnel processes, including recruitment, coaching, mentoring, performance management, and employee engagement.
• Ensure alignment of customer engagement efforts with Tracker’s broader strategic goals, reporting progress and recommending enhancements to the Executive team.

Stakeholder Engagement

• Establish and maintain strong relationships with internal and external stakeholders to align customer engagement strategies with broader business objectives.
• Represent the voice of the customer in executive forums, ensuring stakeholder decisions are informed by customer insights and experience data.
• Collaborate with cross-functional leaders (e.g., Marketing, Sales, Operations, IT) to drive integrated customer engagement initiatives.
• Engage with key partners and vendors to ensure service delivery standards and customer experience expectations are consistently met.
• Facilitate regular stakeholder forums to share progress, gather feedback, and align on priorities related to customer engagement.
• Act as a strategic advisor to the Executive team on customer-related trends, risks, and opportunities.
• Drive alignment between frontline operations and strategic leadership, ensuring stakeholder expectations are translated into actionable service delivery plans.
• Manage stakeholder expectations through transparent communication, performance reporting, and proactive issue resolution.
• Champion a culture of collaboration and accountability, ensuring all stakeholders contribute to and support customer engagement goals.
• Leverage stakeholder feedback to continuously refine engagement strategies and improve customer outcomes.
• Lead the development and management of the departmental budget, ensuring alignment with strategic objectives and optimal resource allocation.
• Oversee monthly financial performance, ensuring expenditure remains within approved limits and proactively addressing variances.
• Drive operational efficiency by identifying and implementing best practices across all financial and service delivery processes.
• Ensure robust governance and transparency in the management of overtime, allowances, and ad hoc expenditures.
• Monitor and report on commission structures, ensuring alignment with performance outcomes and business goals.
• Manage incentive programmes and pay-outs, ensuring they drive desired behaviours and support Tracker’s strategic priorities.
• Establish financial controls and reporting frameworks to support data-driven decision-making and executive visibility.
• Collaborate with Finance and HR teams to ensure seamless execution of personnel-related financial processes, including recruitment and retention cost management.
• Continuously assess cost-to-serve metrics to improve profitability and customer value delivery across service channels.
• Provide strategic financial insights to the Executive team, enabling informed decisions on investment, growth, and operational optimisation.
• Essential: Bachelor’s Degree - Business Administration, Customer Experience Management, or Communication.
• Preferable: Postgraduate Qualification - MBA (Master of Business Administration) or equivalent, with a focus on Strategy, Leadership, or Customer Management or Postgraduate Diploma in Customer Experience, Service Design, or Organizational Leadership or Certified Customer Experience Professional (CCXP)
• Essential: 10 years management experience in Contact Centres.
• Essential: 5 years’ experience within customer services.
• Desirable: 5 years senior management experience.
• Experience in people management, leading and directing multiple team members in a busy task-oriented environment
• Relevant marketing experience, ideally in a customer-centric fast paced environment
• Strategic Leadership
• Creative thinking (initiative)
• Persistence
• Negotiation Skills
• Conflict Management
• Analysis and insight generation
• Resilience and ability to work under pressure
• Assertiveness and conflict management resolution
• Empathetic and influential
• Strong interpersonal skills
• Management of financial resources
• Judgment and Decision Making
• Complex Problem Solving
• Strategic thinking
• Critical Thinking
• Speaking to convey information effectively
• Coordination ability
• Management of Personnel Resources
• Monitoring and evaluation in driving for success