Head of Customer Experience

Tracker Connect; Randburg; On-site; ZAR 500,000 - 600,000; Full time

Job summary

A leading technology services provider is seeking a Head of Customer Experience in Randburg. The role involves overseeing customer experience strategies, improving service delivery, and managing Call Centre operations. The ideal candidate should possess a postgraduate degree, 10 years of management experience in Call Centres, and a strong customer service orientation. This full-time position offers competitive remuneration aligned with market standards.

Qualifications

• 10 years of management experience in Call Centres.
• 5 years of experience in customer services.
• Experience in Customer Experience Measurement and analyses is advantageous.

Responsibilities

• Create a comprehensive Customer Experience strategy.
• Lead communication to improve service delivery.
• Manage key performance indicators across customer engagement.

Skills

Customer service orientation

Strategic leadership

Creative thinking

Conflict resolution

Interpersonal skills

Education

Postgraduate degree in Customer Service or related fields

Tools

MS Office

MS Outlook

Job description

Overview

Tracker requires the services of a talented Head of Customer Experience who will be responsible for overseeing the strategy, planning, and execution of Tracker’s customer experience objectives. This role shapes the end-to-end journey for both existing and prospective customers. The incumbent will drive improvements in service delivery and operational efficiency, collaborating with the Marketing team on customer communications to ensure proactive, relevant feedback is delivered. The ideal candidate will develop experiences that elevate the Tracker brand and foster engagement across all service touchpoints, embedding measurable outcomes across customer-centric events and initiatives. A deep understanding of the competitive landscape and evolving customer needs, with the ability to lead with creativity and strategic intent, is essential for success in this role, particularly in supporting the university’s recruitment efforts.

Position Summary

• Industry: IT & Internet
• Job category: Customer Service
• Location: Randburg
• Contract: Permanent
• Remuneration: Market Related
• EE position: Yes

Job Description

• Implementation of customer experience strategic objectives
  • Responsible for creating a comprehensive Customer Experience strategy to guide the Customer Service Centres, aligning on service objectives and measures.
  • Identify opportunities in the service delivery process to upsell and retain customers.
  • Lead the communication and execution of plans to improve service delivery and quality of service.
  • Ensure the Service strategy is effectively implemented in KPIs and executed accordingly.
  • Review processes across customer journeys, optimise where required, and measure success.
  • Provide regular updates to the Executive team on strategy implementation progress and address issues or gaps.
  • Take ownership of key performance indicators across all stages and platforms of customer engagement.
  • Lead the development of reporting and meeting frameworks to monitor performance outcomes.
  • Advocate new ways of working across departments to improve customer experience.
  • Provide strategic recommendations to the Executive team on recruitment, talent development, and process enhancements.
• Quality and service delivery
  • Ensure availability of knowledgeable staff to assist customers and achieve first contact resolution.
  • Manage data and voice quality measurements and implement improved processes.
  • Use resource planning data to improve efficiency and provide consistent service delivery.
  • Document process gaps and implement corrective measures.
  • Regularly review Standard Operating Procedures, train staff on changes, and prepare for ISO audits.
  • Document and measure process non-conformances aligned with ISO.
  • Measure customer feedback via surveys, dispositions, and experience ratings to drive continuous improvement.
  • Manage all social media interactions.
  • Monthly collation and distribution of NPS, CSAT, and Customer Success Scores to stakeholders; identify trends and actions.
  • Conduct ongoing customer experience research to stay current with market trends.
  • Ensure timely resolution of escalated complaints and provide feedback to customers.
  • Analyze root causes of complaints to proactively reduce recurrence.
  • Drive efficiency and consistency in responding to customer requests.
  • Implement initiatives based on contact centre analytics to improve service delivery.
• People Management
  • Implement strategic targets, performance management, and cascading objectives to drive operational success.
  • Lead and develop all staff within the Customer Service Call Centres.
  • Maintain a professional work environment and resolve people-related issues effectively.
  • Demonstrate Tracker values and brand in leadership practice.
  • Share best practices and initiatives to ensure success across Tracker’s strategic functions.
  • Improve overall productivity in the Call Centres and create an engaging, retained workforce.
  • Guide, mentor, coach, recruit, and engage with all Call Centre staff.
• Collaboration
  • Drive the Customer Experience philosophy across all service centres and regions.
  • Manage executive relationships to align expectations and working conditions.
  • Build cross-functional relationships with stakeholders to jointly deliver the best Customer Experience.
  • Implement and maintain processes to measure customer satisfaction across Service Call Centres and drive improvements.
• Financial Management
  • Determine and manage the department budget and monthly expenditures.
  • Identify best practices to create efficiencies in processes.
  • Monitor overtime, allowances, incentives, and ad hoc expenditures.

Minimum Requirements

• Essential: Postgraduate degree (Customer Service and Call Centre related)
• Essential: 10 years of management experience in Call Centres
• Essential: 5 years’ experience within customer services
• Desirable: 5 years senior management experience
• Experience in Customer Experience Measurement and analyses is advantageous
• Experience in people management, leading multiple teams in a busy environment
• Relevant marketing experience in a customer-centric, fast-paced environment
• Broad understanding of contact centre technologies, customer service, and people management
• Knowledge of customer experience management approaches and methodologies
• Broad understanding of vehicle tracking and GSM technology
• Computer literacy (MS Office, MS Outlook)
• Strategic leadership, creative thinking, results-driven, persistence
• Customer service orientation, analysis and insight generation
• Resilience, ability to work under pressure, assertiveness, conflict resolution
• Empathetic and influential with strong interpersonal skills
• Management of financial resources, judgment and decision making, complex problem solving
• Strategic and critical thinking, effective communication, people skills, social perceptiveness, active listening

Seniority level

• Executive

Employment type

• Full-time

Job function

• Business Development and Sales
• Industries: IT Services and IT Consulting