Duties And Responsibilities (Include But Is Not Limited To)

Strategy Management

• Develop and implement a customer experience strategy that aligns with the company's business objectives
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centred design and performance management
• Establish and roll-out the company’s customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve
• Ensure an effective CRM platform is in place and remains relevant to our business and customer’s needs
• Review industry best practices and benchmarks to ensure Mukuru is always efficient in their setup and operation across Customer Experience
• Establish and maintain efficient and effective customer experience processes and standard operating procedures for the organisation and its internal and external customers
• Drive the global customer experience strategy and ensure cross functional integration, management and planning for the best Customer Experience throughout the organization

CRM Optimisation

• Analyse customer feedback and behaviour data to identify trends and areas for improvement in the customer journey
• Ensure correct segmentation of the client database
• Ensure that insights are gained from the client database that can influence marketing campaigns to improve the customer experience, drive retention and loyalty
• Drive customer digital journey transformation
• Compile reports based on the information output

Customer Experience

• Demonstrate agility by focusing on continuous improvement, showing the ability to quickly solve day-to-day business challenges as well as identify new processes and develop frameworks for speed of delivery and initiating appropriate change
• Develop and stimulate process changes across all the customer touch points in the various departments i.e., contact centre, info-centre’s, website etc.
• Analyse the current Customer lifecycle and touch point interactions and map customer processes at all customer touch points across all brands
• Ensure that quality audits are carried out on customer touch points including info centres, branches, contact centre and support teams
• Ensure that quality audits are conducted on the various company platforms including the website, USSD, App and Mobi
• Collate feedback on audit findings and provide recommendations for improvement
• Develop and maintain customer personas to better understand and meet customer needs
• Create a customer journey map to identify key touchpoints and pain points in the cx
• Continuously monitor customer trends and industry best practices
• Lead the Customer Experience across the organisation through review of the full journey including all touchpoints (Acquisition, Website, Checkout & Payment, Customer Enquiries, Delivery, Loyalty) to maximise the Customer Experience
• Improve CSAT (Customer Satisfaction), average response time, average resolution time and other Customer Metrics
• Increase the rate of repeat purchases through return customers
• Ensure the team is continuously trained and capable of maintaining high quality communication across all brands and platforms
• Identify new tools and technologies to better serve the customer base
• Continually develop improvements and lead change projects
• Use customer insights and analytics to identify companywide improvements and present to Leadership

Data Analytics and Insights

• Understand our customer’s experience and identify ways to always improve and be relevant to our customers and influencing markets
• Ensure that sufficient primary and secondary market research is conducted to be able to draw valuable and accurate insights
• Liaise with internal departments and external parties to improve the customer experience
• Ensure that testing is conducted on all platforms and products on a regular basis
• Make recommendations using insights gained to improve customer experience across the customer life cycle
• Identify ways to increase customer satisfaction and loyalty
• Ensure that FAQs are easily available, maintained and understandable and language translations are maintained across all channels
• Ownership of any issues that are uncovered in the above processes until completion

Business Partnering, Communication and Visibility

• Ensure smooth and effective onboarding process across all corridors and verticals Identify and put in place measures to collate feedback from customer-facing staff and partners on an ongoing basis
• Present findings of customer research, including customer experience and satisfaction measurement results to Exco and Senior Management team
• Manage the roadmap of gaining a deeper understanding of customer segments, in line with core focus corridors/origination territories
• Manage cost and contracting with 3rd party service providers
• Engage with external partners whose services might be required to optimize the way in which Mukuru customers use the services
• Collaborate with cross-functional teams to develop and implement effective customer service solutions
• Work effectively with all peers and teams in Finance, Marketing, Operations and IT

Budget Management

• Ensure appropriate, financial management, funding, budgetary provisions and control procedures are in place
• Implement and compile budgets to minimise expenditure in alignment with tactical delivery plans
• Control the budget for area, including the authorisation of expenditures and implementation of financial regulations
• Manage high risk and problematic financial issues in area of accountability
• Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities
• Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct
• Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability
• Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings

People Management

• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
• Leading a team of specialists courageously and providing the necessary support as and when needed
• Develop, implement and manage a People Capability plan that ensures that the function has the human resources and skills required to deliver on the strategy for the short-, medium- and long-term
• Identify, attract, appoint, grow, engage, reward and retain top talent to drive strategic execution
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth
• Effectively manage performance within the team in order to ensure business objectives are achieved