Director, Customer Care Job at 9mobile
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 Position: Director, Customer Care
Job 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.
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