Fenix International Global Customer Experience Director Jobs in Uganda
Fenix International Global Customer Experience Director Jobs in Uganda
About FenixFenix 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.
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
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.
How to Apply
Interested and qualified candidates should apply online by 17th August 2019
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:
Why you are interested in Fenix International, and
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.
For more information and job application details, see; Fenix International Global Customer Experience Director Jobs in Uganda
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