Job Description
Join Our Dynamic Team as Head of Customer Experience
Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!
What will you be doing?
A strategic leader responsible for defining, implementing, and overseeing the customer experience across all touchpoints. You will ensure a positive and consistent experience that drives customer satisfaction, loyalty, and advocacy. This role involves a blend of leadership, strategy, analytics, and collaboration to create a customer-centric culture within the organisation. This role will have 8 direct reports and a wider team of 60 staff in UK and South Africa
Main Accountabilities:
* Implement, evolve and communicate the overall CX strategy, aligning it with the company's business objective
* Promote a customer-first mindset throughout the organization, influencing decision-making and operations
* optimize customer journeys across various channels and touchpoints to ensure a seamless and positive experience
* Analyse customer data and feedback to identify trends, patterns, and areas for improvement in the CX
* Work closely with cross-functional teams (sales, marketing, product, engineering) to ensure a unified and cohesive CX
* Establish key performance indicators (KPIs) to track the effectiveness of CX initiatives and measure customer satisfaction
* train, and develop a high-performing CX team, fostering a culture of collaboration and continuous improvement
* Manage escalated customer issues and complaints in a timely and effective manner.
* Stay up-to-date with industry trends and best practices in CX management, continuously seeking ways to enhance the customer experience
Person Specification:
* Strong communication skills
* Customer centric minded and proven experience.
* Minimum 5 years of experience in an Customer facing leadership role
* Experience reporting and analysing data
* Written, Verbal and Numerical literacy is a must
* Must be organised and attention to detail oriented
* Managing large remote teams
What else looks good for this role:
* Positive Attitude
* Willing and excited to learn
Qualifications
* Minimum 5 years’ experience required in a senior management role
Additional Information
Why work for Babble?
* Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
* 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service
* 5% allowance based on basic salary that can be towards Medical Aid.
* We work a 9-day fortnight – every other Friday off.
* UPS provided to assist with load shedding (2-4hrs power for a laptop)
* Babble issued laptop
* Annual Company Celebrations
Home-Working Policy
* Your location will be home based, and you will require stable internet connection.
* It will be your responsibility to have a solution in place to mitigate loadshedding to ensure you are able to work your normal shifts effectively, working from a public space is not deemed a acceptable solution.
* As a home worker we expect you to have a suitable work set up, desk and a chair in a quiet space.
The recruitment journey
We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements.
Direct Candidates Only
Babble | Leading UK Cloud Solutions Provider