Head of Customer Experience

Our client is looking for a Head of Customer Experience to join their team in Stellenbosch, Western Cape.

Overview:

In line with our client’s strategic approach to customer onboarding and ongoing support, they are looking for a Head of Customer Experience to lead the cross-functional team as it designs and develops its culture, structures, metrics, and ways of working to deliver excellent customer experience and delight their customers.

The role will be responsible for coaching and empowering the team of specialists, including customer support engineers, project managers, customer success managers and integration developers to tackle day to day operations and consistently delivering exceptional customer experiences. This role will be the voice of the customer in conversations with their product, R&D, and operations teams.

The Head of Customer Experience will report to the Commercial Director (who sits on StratCo and reports directly to the CEO) and be a key player in the management forum (ManCo) which support StratCo in stress testing and executing its business.

Responsibilities include:

Customer Experience:

• Influence and execute on the customer experience strategy (including objectives, metrics and short- and long-term customer-centric projects) to support the success of the business strategy and objectives.
• Identify all critical customer touchpoints across the customer journey, develop metrics and work to improve the customer experience.
• Collaborate with the team and cross-functional stakeholders to discuss, plan, and implement process improvements for customer experience.
• Identify, track and report on critical customer experience data metrics.
• Lead cross-functional customer experience teams to deliver an excellent standard of client projects.
• Develop and implement processes to scale the impact of the team and push the organisation to operate more efficiently.
• Predict roadblocks and establish effective interventions to create cross-functional alignment.
• Responsible for retention and growth of customer portfolio, with NPS as an indicator of overall customer sentiment.

Line Management:

• Motivate, encourage, coach, and manage the 20-person team with support from team leads.
• Manage the personal and professional development of everyone on the team.
• Serve as a point of contact for any issues affecting the team - communicate openly and regularly with your manager and ManCo about the team’s performance, aspirations, and well-being.
• Recruit new team members by leading the interviewing, training, and onboarding of future hires.
• Reporting on a weekly, monthly, and quarterly basis.
• Budget management / Responsible budget allocation and control.

Requirements:

• Degree or equivalent professional experience.
• 3 to 5+ years of management experience – ability to motivate, lead and coach teams.
• 3+ years of account management and / or project management experience.
• Track record of implementing support systems and tools (experience with Zendesk, Salesforce, Power BI an advantage).
• Experience at a SaaS or technology company advantageous.
• Genuine interest in the well-being and success of all individuals in your team.
• Passionately care about customer support, efficiency and solving customer’s problems.
• Complex problem solving.
• Excellent communications skills.

What you can expect from our client:

• Competitive salary and benefits package.
• Being part of a team that has a measurable and direct impact on the company’s success across the globe.
• A challenging and fun working environment that prioritizes learning and development as well as action.
• Exciting offices that offer in-house barista, daily lunches, and active social engagements with co-workers.
• Pizza Fridays… yup, everyone gets a pizza, every Friday!

Area: Stellenbosch.

Market related salary offered.

Starting date: As soon as possible.

Please apply online if you meet the above-mentioned requirements.

Should you not hear from us within 4 weeks' time, please consider your application as unsuccessful.