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SENIOR MANAGER: CEX OPERATIONS - 367019
SENIOR MANAGER: CEX OPERATIONS
Engineering / Mining / Industrial
Wage / Salary:
R - Market Related - P/M (Per Month)
Responsible for leading the definition and implementation of an integrated technical and operational architecture and processes required to efficiently and effectively acquire, manage, charge and retain customers and partners.
Duties & Responsibilities
The Senior Manager will work closely with cross-functional teams to implement worldclass customer experience access all Digital Service’s customer-facing platforms, as well as manage all back-end billing, CRM, subscription management and distribution platforms.
The Senior Manager will be required to ensure a seamless and integrated customer acquisition experience, as well as develop and implement strategies and processes for customer retention and ongoing service engagement. They will be required to implement and track key analytics and develop dashboards to provide meaningful insights into customer behaviour.
They will work towards minimizing agent assisted customer service calls by implementing and promoting self-service channels, standardised user journeys, messaging, and up to date information packs on all Digital Services for training purposes.
They will be required to integrate customer care into systems to allow agents to view and administer customer queries and complaints by having all customers’ information relating to subscriptions, cancellations and welcome and reminder communications.
The incumbent will also be responsible for developing and implementing an automated partner onboarding and management portal, allowing content partners to easily launch and manage new services, track performance and simplifying partner financial administration.
They will continue to enhance partner management platform with new features and ensure partner compliance with Treat Customers Fairly policy.
Key performance areas include traffic generated to apps, sales and conversion stats from these platforms, conversion rates across all customer journeys, customer care queries, billing success rates and service onboarding time.
The SM CEX Operations is also responsible to contribute towards the overall strategic goals, to achieve profitable growth and to continuously improve the operations performance.
The Senior Manager CEX Operations reports to the Chief Digital Officer, delivers into Digital Services and will manage a team of Specialists some who might be outsourced.
Desired Experience & Qualification
Minimum of 3-year tertiary degree (Bachelor of Commerce, Science, Engineering or related field)
MBA or Masters (advantageous)
Minimum of 5 years’ experience in digital products and services
Experience working in a large organization with complex systems and processes Experience in customer experience and lifecycle management
Hands on business development experience with a proven track record of launching new digital portals and/or Apps
Deep understanding of the digital ecosystem, players, business models and industry related best practices
Understanding emerging markets advantageous
Worked across diverse cultures and geographies
Multi-cultural experience is advantageous
Attitude of Innovation, inventiveness and thought leadership
Abreast of global mind-set and best practice
Entrepreneurial spirit, self-driven and ability to motivate a fast-paced team English speaker. Zulu, Xhosa, Sotho and other official South African languages a plus
Should you not receive a response within 10 working days, please consider your application as unsuccessful