Executive: Customer Operations/ Experience

Telkom; Centurion; On-site; ZAR 900 000 - 1 200 000; Full time

Job summary

A leading telecommunications company in Centurion seeks an Executive: Customer Operations/Experience to drive customer experience strategies and oversee customer service operations. The ideal candidate will have 8 years of relevant experience, including leadership roles in customer experience. Strong analytical and communication skills are essential. Join a dynamic team focused on enhancing customer loyalty and retention through continuous improvement.

Qualifications

• 8 years of relevant experience, including 3 years at senior management level.
• Proven experience in customer experience and customer service leadership roles.
• Strong understanding of customer behavior and market trends.

Responsibilities

• Develop and execute customer experience strategies.
• Oversee customer service operations to ensure high-quality support.
• Lead cross-functional teams to design and optimize customer journeys.

Skills

Leadership

Customer experience management

Analytical skills

Communication skills

Stakeholder management

Education

Minimum NQF 7: 3 year Degree

MBA

Job description

Job title: Executive: Customer Operations/ Experience

Job grade: M3 (E1-E3 on Patterson)

Business Unit: Consumer Small Business

Division: Consumer Commercial

Span of control: 5-10

Reports to: Chief Commercial Officer

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.

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.

Education

• Minimum 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.

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.

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

CLOSING DATE: 24 NOVEMBER 2025