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Manager Contact Experience- Telkom Kenya

EXECUTIVE

Nairobi, Kenya

2 weeks ago


Job Description

The purpose of this role is to design and unify the customer experience in the call/contact centre, retail and digital touch points and also define capabilities needed to meet consumer business unit strategy and deliver change necessary to execute the strategy. The incumbent will also perform strategy planning, concept processes definition and implementation and lifecycle management. Working For Us, We Expect You To: Contribute to the cost savings target of the business including churn management. Work with the consumer team to drive initiatives to deliver CDI/NPS at the touch points. Lead role in customer advocacy at different decision making levels to ensure the voice of the customer is heard and understood through designing the foundational customer experience framework related to call center, retail and digital touch points Integrate Consumer Business customer experience principles in all products and services and deliver change necessary to execute customer experience strategy. Work with the customer experience and consumer team to drive initiatives to deliver CDI/NPS at the touch points. Academic background & Professional Knowledge Degree in Business, Marketing, IT or other relevant field (or equivalent). 5-10 years relevant experience in a management role within an innovation environment within the telecommunications or products and services portfolio including financial services sector, having being exposed to all disciplines. Method of Application Application should be sent to irecruitment@telkom.co.ke for internal applicants and to recruitment@telkom.co.ke for external applicants by providing an updated Curriculum Vitae (CV) before 7th July 2020 including details of your current telephone contacts and names of three referees. Only shortlisted candidates will be contacted.

Required Knowledge, Skills, and Abilities