JOB DETAILS:
Wananchi Cable Tanzania Limited is part of the Wananchi Group and one of Eastern Africa leading Internet service provider. We are looking for Head – Customer Experience, who will work independently to provide professional and focused customer service both internally and externally. He/she will be reporting to Country Manager and Customer Experience Director.

Key Responsibilities will include:
1. Manage the Customer Service Department to provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.
2. In conjunction with Director CE, agree on performance objectives and measures for the team, providing regular feedback on honest assessment and achievement.

3. Work with transversal teams – Commercial (Zuku Fiber and Zuku TV), Technical, IT and others to ensure quality service delivered and timely, effective service support provided to each customer.
4. Analyse customer lifecycle trends, market forces, competitor activities and propose short-term and long-term customer retention strategies in order to achieve retention and revenue objectives. Manage customer accounts to develop loyalty and prevent churn.

Qualifications:
• University Degree in a Business related field.
• Experience with telecommunications and/or ICT service providers, not less than 1 year At least 5 years’ experience of Supporting Customers on Fiber to the Home (FTTH), with at least 2 years in leadership position.