Multichoice: Regional Head Of Customer Care And Experience

MULTICHOICE: Regional Head of Customer Care and Experience Job Purpose To oversee the overarching customer experience, customer care strategy in certain countries with a goal of innovating and enhancing customer journeys and services over time to meet the changing needs of the business and customers. Will play a critical role managing the overall customer journey, customer experience, service design, management of quality control to ensure analysis, resolution of customer complaints, and root cause analysis in differing markets across the MAH Regional businesses. Responsibilities - Provide input into the overall Africa Care strategy for the respective countries. - Keeps all Exco up to date with the Africa CX and Care performance against targets. - Define a journey strategy for the regions and countries. - Work with Corporate and define and define a measurement strategy. - Review and provide input for the collection of the operational metrics. - Motivate and provide business cases for any specific improvements in CareQualifications and Experience
Johannesburg, GT, ZA