Job Title: Head of Platinum Customer Service ExperienceLocation: Nairobi
Reports To: Head of Service Experience
Closing Date: Open Until Filled
Summary
Our client is working towards being the preferred Service provider for the High end base. Platinum Customers are the dearest customers in terms of their Value to the business. This person will provide the leadership for defining and Operationalising the Strategy for the Platinum Customer Base of the Business, which comprises of postpaid customers, high end Diamond and Platinum customers.
Primary Responsibilities
• Establish Platinum Segment sensitivity across their parent organization
• Creating highly effective and efficient service models for the above segments – comprising of retail customers
• Defining and operationalising policies, platforms and processes to ensure a superior and delightful experience throughout the customer life cycle
• Define the segmentation wrap and operationalise the same through the CS verticals and other cross functional teams
• Ensuring creation of monitoring & control systems to track successful service delivery
• Responsible for Customer retention – Ensuring that Churn from these segments is kept to the minimum
• Responsible for the Diamond segment – which will comprise of the Top 999 Influencers in each Country. Creating an extremely high Impact service model which should result in building Brand ambassadors for the parent organization. This segment should have zero Customer initiated Churn
• Ensuring extremely high Customer satisfaction levels from this group of Customers
• Developing and enhancing the Capabilities of the teams responsible for this portfolio in the OpCo’s
• Review all processes to create a differentiation for Platinum Customers.
• Responsible for Service opex
• Number churn
• Value churn
• Consumption churn (definition to be agreed)
• Predictive retention
• Proactive retention measures
• Delivery is through life cycle management & retention activities
• Segregate Platinum CWN & MAPA
• Ensure Bad Debts within specified targets
• Bring about change in policy & process level for creating a differentiation for Platinum customers vis-à-vis other segments
• Establish the current state and set/agree on targets for all deliverable
• Ensure delivery of retention targets despite a very aggressive competition, eminent launch of Mobile Number Portability & entry of new operators
• Canalise the segment, product & business specific VOC to respective BU management teams & process owners and ensure effective policy / process changes.
• Minimize inter & intra BU differentiations for Platinum customers
• Simplification of processes and products for Platinum customers
• Ensure compliance to Telecom Regulatory requirements
• Ensure right tagging of the Platinum base at all times, in keeping with the agreed definition
How to Apply
Interested candidates holding the necessary requirements, good performance and / or references are encouraged to send their applications with detailed CV names and contacts of 3 referees, current telephone number and email address, to:
Sending CV’s to: info@personnelresource.com
Only short listed candidates will be contacted.
