9mobile Director, Customer Care Jobs in Nigeria

9mobile Director, Customer Care Jobs in Nigeria


Job Summary

  • Oversee the development and implementation of effective customer care strategies and policies with the aim of enhancing EMTS's customer base and drive loyalty and retention.

  • Provide leadership and direction for EMTS's customer care operations and bear overall responsibility for quality of service delivery across all customer segments.

    Principal Functions

    Strategic

  • Participate in and provide inputs to the development of the organization's overall strategic goals and objectives.

  • Oversee and champion the articulation and development of the customer care strategy ensuring alignment with EMTS's overall strategy and business objectives.

  • Demonstrate ownership of, and communicate the customer care department's strategic direction and objectives to all staff ensuring mutual understanding of roles, responsibilities and accountabilities.

  • Provide broad guidelines for the translation of the departmental strategies into specific operational plans and programs.

  • Approve and coordinate the execution of the customer care department's work programmes and plans.

    Tactical

  • Collaborate with the human resource department to integrate and institutionalise a customer focus culture and orientation across EMTS.

  • Continually review and assess the effectiveness and efficiency of the customer care department's policies, procedures and processes and identify improvement opportunities.

  • Champion and oversee the implementation of improvement recommendations after obtaining all necessary approvals from management and/or the Board.

  • Ensure synergy and collaboration in interdepartmental activities and communication in order to facilitate effective and smooth running of the department.

  • Oversee the preparation of the customer care department's annual budget and monitor its implementation.

  • Ensure adherence to interdivisional/interdepartmental Service Level Agreements (SLAs).

  • Continually keep abreast of beneficial best practices to improve the customer care department's services.

  • Establish relationships with key internal and external stakeholders.

    Operational

  • Monitor customer acquisition, retention and churn rate and advise the business on strategies to promote retention.

  • Ensure proactive communication of customer feedback to relevant customer facing functions as well as product development functions.

  • Oversee the development of appropriate matrices and performance indicators to assess the department's
    performance.

  • Provide leadership and oversee the day-to-day running of EMTS's customer care department.

  • Work closely with HR to articulate strategies to ensure continued motivation of the customer care department employee.

  • Motivate, enthuse and challenge subordinates.

  • Oversee the preparation of the customer care department's annual budget and monitor its implementation.

  • Review and authorise key expenditures/transactions of the department in line with approved authority limits.

  • Participate in relevant fora and represent EMTS in discussions on customer related matters.

  • Ensure synergy of interdepartmental activities and communication in order to facilitate effective and smooth running of the department.

  • Review and compile periodic management reports on the activities of the department for the attention of the Chief Commercial Officer.

  • Perform other duties as required by the Chief Commercial Officer.

    Educational Requirements

  • First degree in a relevant discipline.

  • Postgraduate/relevant professional qualification is required.

    Experience,Skills & Competencies

  • Twelve (12) to Fifteen (15) years cognate experience, of which at least four (4) years at senior management level.

    How to Apply

    For more information and job application details, see; 9mobile Director, Customer Care Jobs in Nigeria

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