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Description:

Location: Lilongwe, Malawi

Job Purpose

The Customer Experience Director will ensure that customers have a positive and seamless experience across all touchpoints. In addition, the Customer Experience Director fosters a culture where all employees prioritize customer needs and satisfaction, contributing to the company's long-term success. 

Summary of Key Responsibilities: 

Customer Experience Strategy Development:

• Develop and implement a comprehensive customer experience (CX) strategy aligned with the company's business objectives, focusing on improving customer satisfaction, loyalty, and long-term growth. 
• Oversee the design of customer-centric strategies that cover all touchpoints, including retail shops, digital channels, and customer support services, ensuring seamless experiences across all platforms. 

Promote a Company Wide Customer Excellence Culture: 

• Champion a customer-first mindset across all levels and divisions of the company, ensuring that customer excellence is integrated into every employee's role and that customer-centric thinking is embedded in the company’s culture.
• Collaborate with HR, marketing, and internal communications to design and implement customer experience training programs, workshops, and initiatives that reinforce the importance of customer excellence company wide. 

Leadership and Team Management:

• Lead and manage a cross-functional team of CX specialists, including retail operations, high-value clients, enterprise solutions, and customer insight experts.
• Foster a customer-first culture across the company by driving engagement, collaboration, and development within teams and divisions. 

Retail Shop Management: 

• Oversee the operations of all retail outlets to ensure that customer experience standards are met. This includes ensuring staff training, customer engagement, and service efficiency in shops. 

High-Value Clients and Enterprise Solutions Support: 

• Lead specialized support for high-value customers (VIPs) and enterprise clients to ensure their needs are met with customized solutions and a superior service experience.
• Work closely with the enterprise solutions team to align CX efforts with business and government clients, ensuring smooth operations and addressing their complex service requirements effectively. 

Data-Driven Customer Insights and Business Intelligence (BI): 

• Use customer data, analytics, and Business Intelligence (BI) tools to generate actionable insights that drive CX improvements.
• Leverage data from customer interactions, surveys, and market research to refine strategies, predict customer behavior, and optimize service offerings. 

Customer Retention, Loyalty Programs, and Churn Management: 

• Develop and manage loyalty and retention programs to increase customer satisfaction and reduce churn, particularly for high-value and enterprise clients.
• Design initiatives to improve customer engagement, including personalized offers, rewards programs, and enhanced service features for key customer segments. 

Enterprise Solutions and Digital Transformation Support: 

• Support the integration of digital solutions (e.g., AI-driven customer support, enterprise self-service platforms) to provide seamless and innovative experiences for both individual and business customers. 
• Collaborate with IT and business units to align CX efforts with enterprise solutions and digital transformation initiatives. 

CX Metrics and Performance Management: 

• Define, monitor, and report key performance indicators (KPIs) related to CX, such as CSAT, NPS, Customer Churn, First Contact Resolution (FCR), and Digital Adoption Rate.
• Ensure that CX improvements align with the overall business strategy, driving both customer satisfaction and profitability. 

Stakeholder Management and Strategic Partnerships: 

• Serve as the key liaison for CX-related initiatives with internal stakeholders (marketing, sales, operations) and external partners (vendors, enterprise clients) to ensure cohesive and consistent customer service delivery.
• Lead collaborations on CX projects with the leadership team to align strategic goals with day-to-day customer interactions. 

Required Skills and Competencies  

• Excellent Communication Skills
• Strong Presentation and Report Writing Skill
• Excellent Public Speaking Skills
• Good Conflict Resolution Skills
• Negotiating Skills
• Teamwork
• Self-Driven
• Analytical Thinking 
• Deadline Driven
• Excellent negotiation skills
• Excellent Listening skills 

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Primary Areas of Accountability: