Customer Experience Operations Manager at BURN

About The role:

• The Customer Experience Operations Manager will be responsible for operationalizing the Burn CX strategy and localizing it in the different operating countries by working. The role is responsible for delivering excellent customer experiences and ensuring high levels of sales verification rates, engagement, and retention for both Biomass - cash and Electric - PAYG customers. Closely work with cross-functional teams to ensure that all customer touchpoints are aligned with Burn's brand and CX vision. Additionally, work closely with local teams to provide guidance and support and ensure close monitoring and control of local operations; support the implementation of usage and retention drive programs, manage costs in line with budget, and track performance metrics to continuously improve Burn's customer experience.
• Other responsibilities include defining and ensuring compliance with customer experience SOP, managing customer complaints and escalations, Voice of customer tracking, and developing initiatives to improve customer usage and retention. The ideal candidate should have a strong background in customer experience operations, with specific experience in managing PAYG programs, driving usage and retention rates, and overall call centre operations management.

Roles and Responsibilities:

• Operationalize, localize and continuously update of the Global Customer Experience strategy within the countries where Burn Manufacturing operates.
• Responsible for overseeing and managing the day-to-day operations of the Contact centre in all operating countries and execution of all activities from sales verification, onboarding, and customer support -   with a focus on Call centre, driving engagement campaigns, usage/retention, and loyalty from both Biomass & Electric customers - Pay As You Go (PAYG) plans in order to maximize customer lifetime value
• Develop and implement processes to optimize the customer experience across all touchpoints, including sales, onboarding, support, and retention.
• Coach and mentor call centre agents to achieve high levels of customer satisfaction and meet performance targets.
• Ensure that team members are motivated, and have the necessary tools, and resources to deliver exceptional customer experience.
• Collaborate with cross-functional teams to ensure that all customer touchpoints are aligned with Burn's brand and CX vision.
• Manage contact centre teams, monitor and analyze performance, identify areas for improvement, and implement corrective actions as needed.
• Monitor and analyze customer feedback, identify areas for improvement, and implement corrective actions as needed. This will involve working closely with local teams to understand their unique challenges and opportunities and developing tailored solutions to address them.
• Collaborate with cross-functional teams to ensure a cohesive and customer-centric approach to business operations.
• Work closely with cross-functional teams, including product development and marketing, to ensure that all aspects of the business are aligned with customer needs and expectations. They will need to maintain a strong understanding of the local regulatory landscape and keep abreast of competitor activities to ensure that Burn Manufacturing remains competitive and compliant in each country.
• Lead engagement and follow-up efforts for defaulters and late payers to ensure timely payment and reduce the risk of revenue loss.
• Maintain a strong understanding of the PAYG industry landscape and competitor activities.
• Develop and maintain relevant metrics and KPIs to measure the effectiveness of customer experience initiatives and operations.
• Identify opportunities for process improvement and innovation, leveraging data and customer insights to drive decision-making.
• Communicate effectively with internal stakeholders, including senior leadership, marketing, sales, and other operations teams.
• Identify opportunities for process improvements and cost savings to enhance Burn's customer experience.
• Manage costs in line with budget and track performance metrics to continuously improve Burn's customer experience.
• Travel frequently to monitor and keep control of local operations and ensure adherence to CX standards and processes.
• Overall, the role will require a high degree of adaptability and flexibility, as the local business environment in each country may vary considerably. The Customer Experience Operations Manager will need to be able to quickly identify and address issues as they arise while maintaining a focus on delivering exceptional customer experiences and driving customer loyalty.

Skills and Experience:

• Bachelor's degree in business administration, marketing, or a related field
• At least 5 years of experience in customer experience operations, preferably in a PAYG or related industry
• Ability to drive Usage and retention campaigns for both inbound and outbound call centre operations.
• Excellent leadership, communication, and interpersonal skills
• Proven ability to manage cross-functional teams and stakeholders.
• Strong analytical and problem-solving skills, with the ability to identify trends and implement data-driven solutions.
• Experience in budget management and cost tracking
• Proven track record of driving customer acquisition, engagement, and retention in a fast-paced, dynamic environment.
• Knowledge of CRM systems that support customer engagement and best practices for customer data management.
• Experience in managing and coaching call centre teams in order to achieve high levels of customer.
• Understanding of local regulations and cultural nuances in the different countries where Burn Manufacturing operates
• Ability to work collaboratively with team members across different functional areas and geographies.
• Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
• Flexibility and adaptability to navigate changes in priorities or direction as needed in a dynamic organization.
• Excellent leadership, communication, and interpersonal skills
• Proficiency in Microsoft Office, including Excel, PowerPoint, and Word
• Passion for delivering exceptional customer experiences and driving business growth.
• Experience working with a BPO will be an added advantage.
• Fluency in French, both written and spoken will be an added advantage.