Head of Customer Experience
2025-05-04T10:00:11+00:00
Wananchi Group
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https://www.greattanzaniajobs.com/jobs
FULL_TIME
Dar es Salaam
Dar es Salaam
00000
Tanzania
Telecommunications
Customer Service
2025-05-08T17:00:00+00:00
Tanzania
8
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
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.
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
JOB-68173aabbf8a0
Vacancy title:
Head of Customer Experience
[Type: FULL_TIME, Industry: Telecommunications, Category: Customer Service]
Jobs at:
Wananchi Group
Deadline of this Job:
Thursday, May 8 2025
Duty Station:
Dar es Salaam | Dar es Salaam | Tanzania
Summary
Date Posted: Sunday, May 4 2025, Base Salary: Not Disclosed
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JOB DETAILS:
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
Work Hours: 8
Experience in Months: 60
Level of Education: bachelor degree
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