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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