JOB TITLE: HEAD of PLATINUM CUSTOMER SERVICE EXPERIENCE REPORTS TO: HEAD OF SERVICE EXPERIENCE LOCATION: NAIROBI KENYA CLOSING DATE: OPEN UNTIL FILLED
Job Summary
Our client in Kenya is working towards being the preferred Service provider for the High end base. Platinum Customers are the dearest customers in terms of their Value to the business. This person will provide the leadership for defining and Operationalising the Strategy for the Platinum Customer Base of the Business, which comprises of postpaid customers, high end Diamond and Platinum customers.
Primary job Responsibilities
Establish Platinum Segment sensitivity across their parent organization
Creating highly effective and efficient service models for the above segments – comprising of retail customers
Defining and operationalising policies, platforms and processes to ensure a superior and delightful experience throughout the customer life cycle
Define the segmentation wrap and operationalise the same through the CS verticals and other cross functional teams
Ensuring creation of monitoring & control systems to track successful service delivery
Responsible for Customer retention – Ensuring that Churn from these segments is kept to the minimum
Responsible for the Diamond segment – which will comprise of the Top 999 Influencers in each Country. Creating an extremely high Impact service model which should result in building Brand ambassadors for the parent organization. This segment should have zero Customer initiated Churn
Ensuring extremely high Customer satisfaction levels from this group of Customers
Developing and enhancing the Capabilities of the teams responsible for this portfolio in the OpCo’s
Review all processes to create a differentiation for Platinum Customers.
Responsible for Service opex
Number churn
Value churn
Consumption churn (definition to be agreed)
Predictive retention
Proactive retention measures
Delivery is through life cycle management & retention activities
Segregate Platinum CWN & MAPA
Ensure Bad Debts within specified targets
Bring about change in policy & process level for creating a differentiation for Platinum customers vis-à-vis other segments
Establish the current state and set/agree on targets for all deliverable
Ensure delivery of retention targets despite a very aggressive competition, eminent launch of Mobile Number Portability & entry of new operators
Canalise the segment, product & business specific VOC to respective BU management teams & process owners and ensure effective policy / process changes.
Minimize inter & intra BU differentiations for Platinum customers
Simplification of processes and products for Platinum customers
Ensure compliance to Telecom Regulatory requirements
Ensure right tagging of the Platinum base at all times, in keeping with the agreed definition
HOW TO APPLY
Interested Kenyan candidates holding the necessary requirements, good performance and / or references are encouraged to send their applications with detailed CV names and contacts of 3 referees, current telephone number and email address, to:
Sending CV’s to: info@personnelresource.com
Only short listed candidates will be contacted.
Job Summary
Our client in Kenya is working towards being the preferred Service provider for the High end base. Platinum Customers are the dearest customers in terms of their Value to the business. This person will provide the leadership for defining and Operationalising the Strategy for the Platinum Customer Base of the Business, which comprises of postpaid customers, high end Diamond and Platinum customers.
Primary job Responsibilities
Establish Platinum Segment sensitivity across their parent organization
Creating highly effective and efficient service models for the above segments – comprising of retail customers
Defining and operationalising policies, platforms and processes to ensure a superior and delightful experience throughout the customer life cycle
Define the segmentation wrap and operationalise the same through the CS verticals and other cross functional teams
Ensuring creation of monitoring & control systems to track successful service delivery
Responsible for Customer retention – Ensuring that Churn from these segments is kept to the minimum
Responsible for the Diamond segment – which will comprise of the Top 999 Influencers in each Country. Creating an extremely high Impact service model which should result in building Brand ambassadors for the parent organization. This segment should have zero Customer initiated Churn
Ensuring extremely high Customer satisfaction levels from this group of Customers
Developing and enhancing the Capabilities of the teams responsible for this portfolio in the OpCo’s
Review all processes to create a differentiation for Platinum Customers.
Responsible for Service opex
Number churn
Value churn
Consumption churn (definition to be agreed)
Predictive retention
Proactive retention measures
Delivery is through life cycle management & retention activities
Segregate Platinum CWN & MAPA
Ensure Bad Debts within specified targets
Bring about change in policy & process level for creating a differentiation for Platinum customers vis-à-vis other segments
Establish the current state and set/agree on targets for all deliverable
Ensure delivery of retention targets despite a very aggressive competition, eminent launch of Mobile Number Portability & entry of new operators
Canalise the segment, product & business specific VOC to respective BU management teams & process owners and ensure effective policy / process changes.
Minimize inter & intra BU differentiations for Platinum customers
Simplification of processes and products for Platinum customers
Ensure compliance to Telecom Regulatory requirements
Ensure right tagging of the Platinum base at all times, in keeping with the agreed definition
HOW TO APPLY
Interested Kenyan candidates holding the necessary requirements, good performance and / or references are encouraged to send their applications with detailed CV names and contacts of 3 referees, current telephone number and email address, to:
Sending CV’s to: info@personnelresource.com
Only short listed candidates will be contacted.
