Fenix International is a next-generation energy company. Our mission is to transform our customers’ quality of life through disruptive innovation in energy and financial services. To date, Fenix has sold over 400,000 Solar Home Systems in Uganda and Zambia, bringing clean, reliable power for lights, phones, radios, TV and much more to over 2 million people.
In early 2018, Fenix joined forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy. This has allowed Fenix to make significant commercial investments to accelerate the path to our mission, via new markets - Benin, Côte d’Ivoire, Nigeria, Mozambique - and innovative products. Together, Fenix and ENGIE are making universal access to modern energy a reality.
This is a fantastic opportunity to support Fenix’s mission to bring inclusive and affordable energy and financial services to millions across Africa. Fenix International considers Exceptional Customer Experience as a core value and fundamental to the success of our business, and the Global Customer Experience Director will be responsible for ensuring exceptional Customer Experience standards across all markets within Fenix International.
This role combines two major functions to improve the Fenix Customer Experience. First, the Global CX Director will improve customer service and support functions across all markets, ensuring that Fenix customers across the continent are receiving world class after-sales service and support. They will work with new and mature markets to drive profitable, quality customer experience by focusing on customer loyalty, satisfaction and retention.
Second, the Global CX Director will play a key role in enabling a culture where the customer always comes first and ensuring that the customer voice is always prioritised in business strategy and decision making at a global and market level. They will create and share best practices, processes and standards that enables a consistent customer experience across all Fenix countries. They will ensure all Fenix teams are always connected to our customers, and will develop strong global and market-level visions for the Fenix customer journey.
The Global CX Director will lead, develop and grow their own Global CX team to achieve their vision, and will work closely with CX Directors and country leads in new and mature markets. They will report directly to the Fenix Chief Commercial Officer.
Develop World-Class Customer Service and Support Functions across Fenix Markets
Ensure Customer-Driven Culture, Strategy and Decision Making.
Skills & Experience
Please submit your resume and cover letter through the job posting at www.fenixintl.com/careers/.
In your cover letter, please be sure to highlight the following:
Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment. We recognize the value of diversity in our workforce, and encourage all qualified candidates to apply. We thank all candidates who choose to apply, however, only those selected for a further interview will be contacted.