Summary
Date Posted: Friday, September 15 2023, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose/Mission 
As Head of Customer Experience (Uganda), you will lead the Customer Experience (CX) department for ENGIE Energy Access Uganda. You will lead a team of more than 200 full-time employees across the call centre and service centre team, as well as providing oversight for Home Service delivered by commission-based field agents. You will be responsible for promoting customer-centric operations across EEA Uganda ensuring strong customer to business feedback loops and ensuring that our product and service development matches customer needs. You will lead the team in the design and delivery of an exceptional customer experience for our large customer base whilst becoming more effective and efficient at scale in customer service, sales and collections. This position requires strategic leadership, team leadership and management, a focus on systems and process improvement, continuous innovation, a growth mindset, and a high degree of data proficiency. As Head of Customer Experience (Uganda), you will lead the Customer Experience (CX) department for ENGIE Energy Access Uganda. You will lead a team of more than 200 full-time employees across the call centre and service centre team, as well as providing oversight for Home Service delivered by commission-based field agents. You will be responsible for promoting customer-centric operations across EEA Uganda ensuring strong customer to business feedback loops and ensuring that our product and service development matches customer needs. You will lead the team in the design and delivery of an exceptional customer experience for our large customer base whilst becoming more effective and efficient at scale in customer service, sales and collections. This position requires strategic leadership, team leadership and management, a focus on systems and process improvement, continuous innovation, a growth mindset, and a high degree of data proficiency.

Responsibilities
Customer Experience Team Leadership
• Leadership: Provide exceptional leadership to the Customer Experience teams that deliver services to customers via the call centre, service centres and field-based agents.
• Lead, mentor and provide managerial support to the CX Leadership team (15+ manager-level staff, of which 3 are direct reports)
• Create and communicate a strong vision and work towards its realisation
• Ensure the CX teams embody EEA’s core values
• Build a high-performing, passionate team with a results-driven, ‘one team’ culture
• Relentlessly pursue an exceptional customer experience, and drive innovation to ensure EEA Uganda is market-leading and profitable
• Support, encourage and help drive the professional and personal development of the CX Leadership Team
• Goal, target & incentive setting: Ensure the team has clear goals, targets, and incentives that support key company goals for sales, collections and customer service and connect individuals to the overall strategy through effective communication and strong performance management.
• Delivery & execution: Build and develop a management team skilled in project management and implementation of initiatives to deliver outcomes set out in the CX vision and strategy.

Customer Experience Strategy and Operational Management
• Strategy & planning: Define the annual CX strategy, goals and key performance indicators. You will work with the CX leadership team to ensure that all customer-facing team members understand the overall strategy and how their work fits within it.
• Cost and budget management: Ensure the CX department delivers on its financial targets through detailed budget setting, forecasting, and thorough review of planned versus actual expenses and revenues. You will build and track to an annual budget of $1m+.
• Business excellence & continuous improvement: Take overall responsibility for the quality of customer experience. Iteratively improve on processes and systems that maximize efficiency and customer experience. You will be responsible for continuously running a range of end-to-end improvement projects with your leadership team.
• Data-driven operations: EEA is a data-driven company, and CX strategic and operational decision-making is highly driven by complex and changing data. You will enhance and expand already-established data systems and develop a strong understanding of how to use this data to improve the customer experience.
• Management performance reporting: Collate team feedback and other data points for reports to share with other EEA leaders both at the country and the global level. Provide management insights, analysis and recommended actions for key performance indicators and progress towards targets.
• Organizational design and hiring: Identify resources and team structure that will deliver CX targets in the most efficient way. Support or lead the recruitment of new CX team members as well as the set-up of new service centres if required.
• Cross-departmental collaboration: The CX team is a key contributor in driving repayment and sales. You will work closely with the Customer Finance and the Commercial teams to set targets, define promotions, execute campaigns and performance manage the teams to achieve common goals.

Promote customer-centricity across CX and all EEA functions.
• Build strong customer understanding: You will spend time at our customer touchpoints across the country to understand our customers as well as develop strong, close working relationships with other customer-facing teams such as the Sales team.
• Amplify the Voice of the Customer: Ensure customer opinion and feedback is represented in high-level strategic discussions and in all major decision-making. Ensure customer feedback is constantly and accurately passed on to Product, Quality Assurance, Software and other relevant teams to ensure product and service improvements reflect customer feedback.
• Connect the wider EEA Team to our Customers: Develop ways to ensure all teams are connected to our customers, understand our customers, and ensure that their work is connected to the overall impact on our customers.

Any other duties assigned by management.
• At EEA, we have high expectations for our managers. Each manager plays a key role in creating an exceptional experience not only for our customers but for every person on our team. Our managers help EEA realize our ambitious goals while developing their own leadership skills and facilitating growth for their direct reports.

We believe that great managers:
• Deliver ambitious results: As a high-performing and accountable leader, you create an enabling environment for effective action and bold decisions which contribute to successful delivery of results.
• Act with integrity: As an ethical leader you are honest, respectful, objective, and transparent. You create and build upon a foundation of trust and openness.
• Inspire and mentor the team: As an inspirational leader you walk the talk. You empower and coach your team with trust and humility.
• Are accessible: as an accessible leader, you develop and maintain deep connections with stakeholders through approachability and active listening.
• Ensure diversity and inclusion: as an inclusive leader, you ensure diversity and foster a sense of belonging.

Knowledge and skills 
• 3-5+ years proven experience leading large teams and/or business functions; ideally in customer experience/service and support, though other functions are also possible.
• Team management and leadership experience. We are looking for a people-centric leader who has led large, diverse teams with multiple layers of management to deliver as ‘one team’ and knows how to balance business and people needs.
• Project management experience: exceptional project management abilities with the ability to delegate and mentor individuals to successfully run end-to-end projects.
• Budgetary and financial experience: will be responsible for developing and tracking to $1m+ annual budget.
• Experience improving systems and processes: demonstrating a clear history of identifying operational weaknesses and implementing systems and process improvements.
• A proven track record of achieving strong results and hitting ambitious targets in previous positions.
• Ideally with experience working in B2C Customer Experience.
• Passionate about working with/for low-income/rural customer base in developing economies.
• Data-driven with experience working with large/complex data sets. Experience working with large databases and building strong, operational data visualisation systems is highly valued.
• Commitment to live and work for EEA in Uganda for at least 2 years.

Qualifications:
• BA Degree required, MA degree a plus.

Language(s): 
• English
• French is a Plus

Technology:
• Microsoft Office proficiency (Word/Excel/Powerpoint)
• Understanding of customer relationship management systems and call centre systems
• Data systems: strong experience with Tableau/Power BI/data visualization software is a huge plus.


Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure

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