Head of Customer Experience & Operations

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

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.