Wananchi Group Job Vacancy, Head of Customer Experience

Wananchi Group Job Vacancy, Head of Customer Experience

Head of Customer Experience Tanzania (B2B&B2C)

Wananchi Group Tanzania

Dar es Salaam

Wananchi Group Tanzania Limited is part of the Wananchi Group and one of Eastern African leading Internet, data, TV services and multimedia communication solutions provide

Wananchi Group in Tanzania (SimbaNET; ZUKU Cables; ZUKU pay TV) a Regional Company which provides Internet, Data , Broadcasting and Multimedia Communication Solutions seeks to recruit Head Customer Experience , who will work independently to provide professional and focused customer service both internally and externally. He/she will be reporting to Country Manager and Director, (group).

Responsibilities:

• Retention operations and strategies. Expected to deliver on Retention KPl’s in each category namely Active customers, Revenue & ARPU from Existing customers, Reverse NPD, Reverse Churn & Sales Retention.
• Service support and management of customer interactions, service complaints and preventive strategies. Based on a continuous improvement approach. Oversee the performance of the B2C & B28 customer problem capture and resolution within Wananchi Group (Zuku, SimbaNET, WTL) ensuring that the different stakeholders take requisite actions within SLA. Timely updates to affected customers & RFO to B2B clients within contractual timelines.
• Contact Centre efficiency and effectiveness through 24/7 accessibility, answer rate, FCR, Contacts per Customer, AHT, Reduction in complaints per customer, Retention of customers handled, Prevention of Repeat contacts/complaints.
• Optimal performance in daily/monthly targets by Individuals and Teams in Contact Centres, Retention-Office, Retention-Field, Technical/Service Support and Outsourced Partner staff.
• Decision-making guided by accurate Data Analysis, Reporting and Feedback on external and internal dynamics.

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Qualifications:

• University Degree in a Business-related field. An MBA would be an added advantage.
• At least 5 years of Customer Management experience, with large teams and at least 3 years at senior
  level.
• Experience in sales, aftersales & understanding of customer lifecycle dynamics.
• Experience of managing and driving active customers & revenue targets with demonstrated results.
• Experience in service improvement whilst managing multiple teams & stakeholders.

Application Instruction:

If you are interested and meet the selection criteria, please apply to [email protected] before 8th May 2025.

Please note only shortlisted candidates will be contacted.

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