Head of Customer Experience Job at Wananchi Group

Wananchi Group in Tanzania (SimbaNET, ZUKU Cables, and ZUKU pay TV) seeks a Head of Customer Experience to provide professional and focused customer service both internally and externally. The role reports to the country manager and director.

Responsibilities:

• Retention operations and strategies, including delivering on retention KPIs for active customers, revenue & ARPU from existing customers, reverse NPD, reverse churn & sales retention.
• Service support and management of customer interactions, service complaints, and preventive strategies. Overseeing the performance of B2C & B2B customer problem capture and resolution, ensuring timely updates to affected customers and RFO to B2B clients within contractual timelines.
• Contact Centre efficiency and effectiveness through 24/7 accessibility, answer rate, FCR, Contacts per Customer, AHT, Reduction in complaints per customer, Retention of customers handled, Prevention of repeat contacts/complaints.
• Optimal performance in daily/monthly targets by individuals and teams in contact centers, retention offices, retention fields, technical/service support, and outsourced partner staff.
• Decision-making guided by accurate data analysis, reporting, and feedback on external and internal dynamics.

Requirements:

• University degree in a business-related field.
• MBA (added advantage)
• At least 5 years of customer management experience with large teams and at least 3 years at a senior level.
• Experience in sales and aftersales and understanding of customer lifecycle dynamics.
• Experience managing and driving active customers & revenue targets with demonstrated results.
• Experience in service improvement whilst managing multiple teams & stakeholders.

Application Process:

Interested candidates meeting the selection criteria should apply to recruitment@simbanet.co.tz before 8th May 2025.

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