Global Customer Experience Director at BURN

The job holder will be responsible for developing Burn’s customer experience strategy and delivering a seamless customer experience across all stages and touchpoints in the customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency, and profitability.

Duties and Responsibilities:

• Drive a Customer First culture and enhance customer-centricity awareness to manage the strategic delivery of service excellence across all company channels and business units,
• Implementation of collaborative action plans to drive the strategic delivery of the company strategy for delighting the customer in coordination with marketing and other key functional leaders,
• Oversee the end-to-end contact center engagements and retention (scope design, partner sourcing/onboarding, and operational management of call center operations to attain company-defined standards),
• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across all customer stages, channels, and touchpoints within the customer journey,
• Champion the “Voice of the Customer “Initiative – project manage the proactive initiatives aimed at sharing customer feedback/insights, customer experience improvement activities
• Build and create a team of top-quality business analysts and customer experience specialists with deep domain expertise in customer experience journeys,
• Enable a two-way stream with customer-facing teams by – collecting feedback from customer-facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers to align with the larger CX strategy,
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience,
• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels.
• Be the lead resource person and trainer in Carbon projects monitoring in-country and overseas among other such needs with some of the expected outcomes being, training reports, supporting documentation, remote calls evidence, monitoring reports, etc.
• Coordinate with the Carbon department in conducting required data quality audits (QA/QC) post-distribution during project implementation from distribution to issuance to ensure compliance with Carbon standards.

KPIs

• Positive growth of Net Promoter Score,
• Positive improvements in Customer Turn Around Time (TAT) and Efficiency Scores for Customer Service,
• Contact Center Metrics to be within accepted best practice standards (call abandonment rate to be at 5%, Average Handling Time, budget management (agent – cost rations to be within best practice benchmarks), call reduction initiatives (reduce calls to Contact Center),
• Customer Experience Project Execution (projects are delivered within signed-off time/scope/cost).

Skills and Experience:

• Bachelor’s degree in sales & marketing, or a related field is desirable.
• Minimum of 8-10 years of experience in customer experience with a proven record of developing customer-facing strategies which drive customer satisfaction, after-sales management, and revenue contribution within different geographies in Africa,
• Experience or training in data analysis and visualization.
• Ability to interact at the senior management level, proactively advocating for solutions and managing the customer escalation process,
• Experience in working with senior teams to develop, & execute the customer experience strategy of a mid-size or large corporation with operations in different geographies,
• Demonstrate the ability to understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives, productivity (utilization),
• Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality,
• Experience leading in a fast-paced environment (preferably in a sales organization or high-tech organization), partnering with senior business leaders,
• Superior verbal and written communication skills, with an emphasis on tact and diplomacy,
• Business-driven, people-focused, with exceptional influencing skills; excellent organizational, multi-tasking, presentation, and time-management skills,
• Passion for social enterprise, development of people, and environmental benefit