Publishing date: 7 August 2020
Location: Lusaka, Zambia
Description: This position will be part of the Zambia Customer Experience team that is based in Lusaka, Zambia, and it reports to the Zambia Managing Director. As Head of Customer Experience, you will lead the Customer Experience Department within Fenix Zambia. You will lead a team of 100+ individuals across contact centres, service centres, and field customer experience agents. You will lead, mentor and support the Zambia Customer Experience leadership team of 10+ managers. You will be responsible for promoting customer-centric operations within Fenix, ensuring strong customer to business feedback loops, and ensuring that Fenix product and service development matches customer requirements and needs. You will find ways to provide an exceptional customer experience to our rapidly expanding customer base whilst becoming more efficient at scale. This position requires strategic leadership, team leadership and management, systems and process improvement, project management, continual innovation and growth, and a high degree of data proficiency.
