Global Customer Experience Director

  • Fenix International
  • Kampala, Uganda
  • 06/07/2019
Full time Management Jobs in Uganda Other Jobs in Uganda

Job Description

About Fenix

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.

Opportunity 

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. 

Responsibilities

Develop World-Class Customer Service and Support Functions across Fenix Markets

  • Support CX leads in new and mature markets to improve their service and support functions. Provide specific advice and support with developing CX systems and processes at scale and helping new markets meet their unique CX challenges. 
  • Build Service/Support Functions and Processes in new markets: for example, providing on-ground support in setting up infrastructure for contact centres/service centres. 
  • CX tools and systems support: for example, building tools to track the quality of customer experience provided by customer facing teams. Work with CX leads to integrate globally-facing CX tools to all markets. 
  • Promote and facilitate best practice sharing across markets: ensure CX and country leads are aware of learnings and innovations in other markets. 

Ensure Customer-Driven Culture, Strategy and Decision Making. 

  • Develop Strong Customer Voice Program across all markets that frequently gathers customer feedback, generates actionable insights and converts to business improvements. 
  • Improve Customer Insights and Data: Create and track key customer experience metrics and related management dashboards. Ensure data across markets is consistent, high quality and directly relevant to global and market CX goals and strategy. 
  • Advocate for the customer: Ensure that the customer voice is always prioritised in business strategy and decision making at a global and market level, and that decision makers have easy access to accurate customer feedback and opinion where required. 
  • Customer Journey Mapping: Map existing Fenix customer journey from the customer’s point of view, develop strong global and market-level visions for the Fenix customer journey, and then redesign processes to achieve that vision. 
  • Connect Teams to our Customers via connectedness programs that ensure our teams maintain a strong relationship with and understanding of our customers

 

Skills & Experience

Essential 

  • Demonstrated passion for our mission, values and customers. 
  • B2C commercial experience in Africa. (Last-mile customer service experience desired)
  • Leadership Experience:  Experience building, inspiring, leading strong teams. 
  • Proven experience as a collaborative, hands on team player and eagerness to learn new tools and/or roll up sleeves to get the job done
  • Ability to build strategic plans and execute against them
  • Very strong critical and analytical thinking skills; ability to work with large amounts of data to develop strategy and make rigorous decisions. 
  • Strong communicator, verbally and through presentation. 
  • Highly organized and able to follow through and prioritize tasks
  • Ability to develop meaningful relationships with key stakeholders with commercial partners
  • Willingness to travel up to 50% to Fenix markets across Africa
  • Excellent written and verbal communication in English (French is a plus)

Desired

  • Ideally,  3+ years leading B2C customer-experience operations in Africa. 
  • Experience living in at least one African market. 
  • Experience managing a company or department budget
  • Energy and/or financial services experience
  • Experience with Tableau or other data analytics tools. 

To Apply

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:

  1. Why you are interested in Fenix International, and
  2. What excites you about this particular role.

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.

 

https://fenixintl.applytojob.com/apply/job_20190703141628_DA36WDTMUVIISUVR/Global-Customer-Experience-Director?source=CJET