Director, Customer Care at 9mobile Nigeria


9mobile is a Nigerian private limited liability company. EMTS acquired a Unified Access Service License from the Nigerian Communications Commission in 2007. The License enables EMTS provide Fixed Telephony (wired or wireless), Digital Mobile Services, International Gateway Services and National/Regional Long Distance Services in addition to spectrum assignments in the 900 and 1800 MHz bands.

We are recruiting to fill the position below:

Job Title: Director, Customer Care

Location: Lagos

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.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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