Head: Customer Operations

HEAD: CUSTOMER OPERATIONSTeneo is a leading online school, serving thousands of students and families across the world. We’re building the future of digital-first education – combining world-class teaching with cutting-edge technology to deliver an unparalleled customer and learner experience.THE ROLEThe Head of Customer Operations is responsible for overseeing and managing all customer-related functions and teams within the organisation. The role plays a crucial part in ensuring exceptional customer experiences, driving customer satisfaction, and maximising customer lifetime value. Reporting to the Chief Commercial Officer, the Head of Customer Operations leads diverse teams, working collaboratively across departments to enhance the overall customer journey.KEY RESPONSIBILITIESStrategy and Leadership:Develop and execute a comprehensive customer operations strategy aligned with the company's objectives and values.Provide strategic guidance and leadership to the customer operations teams, ensuring their goals and activities support the overall vision.Foster a customer-centric culture throughout the organisation, emphasising the importance of exceptional customer experiences.Team Management and Development:Manage and mentor the customer operations teams, including Customer Onboarding, T1 Support, T2 Technical Support, T2 Academic Support, Billing(Accounts) Support and Renewals/Retention.Set clear performance expectations, provide regular feedback, and promote a collaborative and high-performance work environment.Oversee quarterly performance incentive reviews.Identify training and development needs, providing resources and opportunities to enhance team members' skills and knowledge.Continuous role definition/evolution and recruitment of the customer operations team.Process Improvement and Optimisation:Continuously evaluate and improve customer-related processes, workflows, and systems to enhance efficiency and effectiveness.Collaborate with cross-functional teams, such as Product Development and Marketing, to drive initiatives that enhance the customer journey.Implement and leverage appropriate technologies and tools, including CRM systems (HubSpot), to streamline operations and deliver a seamless customer experience.Customer Relationship Management:Oversee the management of customer interactions throughout their lifecycle, from initial contact to ongoing support and retention.Drive customer satisfaction by ensuring prompt and accurate responses to inquiries, concerns, and issues.Establish and maintain strong customer relationships, gathering feedback to identify opportunities for improvement and innovation.Performance Measurement and Reporting:Define and monitor key performance indicators (KPIs) to assess the effectiveness of customer operations activities.Generate regular reports and analysis to communicate performance trends, customer insights, and recommendations to senior management.KEY METRICS & KPIsCustomer Satisfaction Score (CSAT): Measure the level of satisfaction among customers based on surveys and feedback.First Response Time: Track the average time taken to respond to customer inquiries or issues.Customer Retention Rate: Monitor the percentage of customers who continue to use the online school's services over a specific period.Resolution Time: Measure the average time taken to resolve customer issues or concerns.Upsell/Cross-sell Revenue: Track the revenue generated from upselling or cross-selling additional products or services to existing customers.Net Promoter Score (NPS): Assess the likelihood of customers recommending Teneo to others.Customer Churn Rate: Monitor the percentage of customers who discontinue their relationship with the online school over a specific period.Team Performance Metrics: Evaluate the performance of individual teams within customer operations based on specific metrics related to their respective functions.QUALIFICATIONS AND REQUIREMENTSBachelor's degree in business administration, management, engineering or a relevant field. A master's degree is a plus.Proven experience (min. 5 years) in a senior customer operations or customer experience leadership role, preferably in a high-volume B2C technology, financial services or e-learning environment.Strong understanding of customer operations best practices, strategies, and technologies.A deep understanding of service design principles and methodologies.Excellent leadership and people management skills, with the ability to inspire and motivate teams to achieve their goals.Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and interact with customers at all levels.Analytical mindset with the ability to use data and metrics to drive decision-making and process improvement.Experience with CRM systems, preferably HubSpot, and proficiency in leveraging such systems to enhance customer operations.Strong organisational and project management skills, with the ability to prioritise and manage multiple initiatives simultaneously.Demonstrated ability to adapt to a fast-paced and evolving environment.WHY JOIN US?Be the owner and architect of all customer engagements at one of Africa’s most ambitious EdTech businesses.Shape the backbone of how we serve thousands of students and parents across the world.Work at the intersection of education, technology, and customer experience.Fully remote, flexible working, with a mission-driven team.Highly competitive salary with a quarterly performance(KPI linked) bonus.Ready to take ownership of delivering a world-class customer experience?Apply now to join Teneo and shape the future of education.