Head of Customer Experience Tanzania (B2B&B2C)
Wananchi Group in Tanzania (SimbaNET; ZUKU Cables; ZUKU pay TV) a Regional Company which provides Internet, Data , Broadcasting and Multimedia Communication Solutions seeks to recruit Head Customer Experience , who will work independently to provide professional and focused customer service both internally and externally. He/she will be reporting to Country Manager and Director, (group).
Responsibilities:
1. Retention operations and strategies. Expected to deliver on Retention KPl’s in each category namely Active customers, Revenue & ARPU from Existing customers, Reverse NPD, Reverse Churn & Sales Retention.
2. Service support and management of customer interactions, service complaints and preventive strategies. Based on a continuous improvement approach. Oversee the performance of the B2C & B28 customer problem capture and resolution within Wananchi Group (Zuku, SimbaNET, WTL) ensuring that the different stakeholders take requisite actions within SLA. Timely updates to affected customers & RFO to B2B clients within contractual timelines.
3. 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.
4. Optimal performance in daily/monthly targets by Individuals and Teams in Contact Centres, Retention-Office, Retention-Field, Technical/Service Support and Outsourced Partner staff.
5. Decision-making guided by accurate Data Analysis, Reporting and Feedback on external and internal
dynamics.
Qualifications:
A. University Degree in a Business-related field. An MBA would be an added advantage.
B. At least 5 years of Customer Management experience, with large teams and at least 3 years at senior
level.
C. Experience in sales, aftersales & understanding of customer lifecycle dynamics.
D. Experience of managing and driving active customers & revenue targets with demonstrated results.
E. Experience in service improvement whilst managing multiple teams & stakeholders.
Application Instruction:
If you are interested and meet the selection criteria, please apply to [email protected] before 8th May 2025.
Please note only shortlisted candidates will be contacted.
