Executive: Customer Operations/ Experience

Structural InformationJob number: 10028886Job title: Executive: Customer Operations/ ExperienceJob grade: M3Group/ BU: CSBDivision: CSB CCOSpan of control: 5-10Reports to: Top ManagementCore DescriptionResponsible for shaping and driving the overall customer experience strategy to build loyalty, retention, and business growth. Oversee customer service operations to ensure high-quality, timely support, while leveraging customer insights and data to identify improvements. Lead position leads cross-functional collaboration to design and deliver seamless, integrated customer journeys across all touchpoints, fostering a customer-centric culture throughout the organization. In addition, it manages budgets, forecasts, and performance metrics, while ensuring alignment of customer experience initiatives with Telkom’s strategic objectives and maintaining a unified, consistent view of the customer across systems and channels.Job ResponsibilitiesDevelop and execute customer experience strategies to drive loyalty, retention, and growth.Oversee customer service operations, ensuring high-quality support and issue resolution.Analyze customer feedback and data to identify areas for improvement.Lead cross-functional teams to design and deliver seamless customer journeys.Foster a customer-centric culture within the organization.Develop and manage budgets, forecasts, and metrics for customer experience and customer service.Collaborate with all Telkom stakeholders to align customer experience initiatives with business objectives.Implement and maintain a single view of the customer across all touchpoints and systems.Ensure Consistent And Integrated Customer Experiences Across Physical channels: Contact centers, stores, branches, events Digital channels: website, mobile app, social media, emailPhysical ChannelsChannel Specific Responsibilities Design and optimize in-store experiences Manage customer service at physical locationsDigital Channels Develop and implement digital customer experience strategies Oversee social media and online customer supportOverall Goals Improve customer satisfaction and loyalty metrics.Reduce customer complaints and issues.Increase customer retention and growth.Enhance customer experience through innovative solutions.Achieve a unified customer view to inform business decisions.Deliver seamless experiences across physical and digital channels.Core CompetenciesFunctional Knowledge And SkillsCustomer experience design and delivery; Customer service operations management; Leadership and team management; Data analysis and interpretation; Strategic planning and execution; Communication and stakeholder management; Budgeting and forecasting; Data integration and management; Omnichannel experience designCompetencies (Behaviour)Thought Leadership: Develop strategies and create ideas and insight for the function.Market Leadership: Develop expertise to seize opportunities, influence people and implement.Business Leadership: Pursue strategies, goals and action employees to implement and follow-through on targets.People Leadership: Empower, influence and direct people to make decisions.Personal Leadership: Embrace change and work in a team with an alignment of self-values towards Telkom values.CertificationsNone EducationNQF 7: 3 year Degree MBA will be an advantage Experience8 Years relevant experience, of which at least 3 years on senior management level Additional InformationSpecial RequirementsProven experience in customer experience and customer service leadership roles.Strong understanding of customer behavior, market trends, and industry benchmarks.Excellent communication, leadership, and stakeholder management skills.Ability to drive change, innovation, and continuous improvement.Strong analytical and problem-solving skills.Special RequirementsPhysical RequirementsNone Key StakeholdersTelkom stakeholders (Marketing, Product Sales Channels, regions, network, IT and Group Corporate Affairs)Research VendorsEquipment/ Device VendorsCapability and service partners Specialist Contractor Providers/ Vendors/ PartnersHRFinance