Executive: Customer Operations/ Experience

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

Job summary

A leading telecommunications company in Gauteng is seeking an Executive in Customer Operations to shape and drive the overall customer experience strategy. This role includes overseeing customer service operations, ensuring high-quality support, and leading cross-functional teams to deliver seamless customer journeys. The ideal candidate will have 8 years of relevant experience and strong leadership skills. Competitive remuneration offered.

Qualifications

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

Responsibilities

• Develop and execute customer experience strategies to drive loyalty, retention, and growth.
• Oversee customer service operations, ensuring high-quality support and issue resolution.
• Lead cross-functional teams to design and deliver seamless customer journeys.

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

Education

NQF 7: 3 year Degree

MBA

Job description

Job Overview

Structural InformationJob number : Job title : Executive : Customer Operations / ExperienceJob grade : M3Group / BU : CSBDivision : CSB CCOSpan of control : 5-10Reports to : Top ManagementCore DescriptionResponsible 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.

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

Channel Specific Responsibilities

• Physical channels:
  • 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

Core 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 & 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

Core Competencies – Behavioural

• 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.

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 VendorsEquipment / Device VendorsCapability and service partnersSpecialist Contractor Providers / Vendors / PartnersHRFinance