Role Purpose:

The Senior Manager - Customer Care is responsible for both the design and delivery of customer service and is responsible for leading and managing the end-to-end customer service with the Awasr philosophy ‘Experience Better’, contributing to our Company Vision - To lead human creativity and innovation by leveraging the power of the internet. The Senior Manager - Customer Excellence actively participates in all facets of leadership and strategic planning as agreed and drives the Awasr values and strategy through the organisation and partners also aiming to drive the Awasr values by effectively leading and increasing engagement of the customer care department by developing them for success.

Key Accountabilities and Responsibilities:

Strategic Thinking and Planning:

• Lead the Customer Care department to ensure that our customers remain at the centre of our approach.
• Working with the VP, Commercial leadership team and the other senior leaders in the development of the department strategy and business plan which will improve the revenue and customer satisfaction across the contact centre function through identifying industry best practice designs and processes to realise improved service and customer measures (this may include sourcing and management of 3rd party providers).
• Set the strategy for the development of the customer care team, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Develop the functional customer strategy in line with the company strategy and oversee its implementation throughout the organisation and its commercial team.
• Ensure vertical alignment and horizontal integration with other interfacing departmental strategies across Awasr.
• Act as the voice of the customer, championing change and improvements across the customer experience, driving change and influencing future change/projects to support and achieve improvements in the customer experience.

Managerial Accountabilities:

• Lead, inspire and co-ordinate with the commercial and customer excellence team at all levels to create motivated and engaged colleagues.
• Embed a performance culture, and framework, and review processes to achieve service levels and improvements against set targets to drive a continuous improvement environment.
• Lead the customer care centre management teams to attract, retain and develop the capacity, capability, and talent to provide for succession and ensure delivery of business objectives.
• Set expectations, share best practices, and manage and develop leaders and others to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience.
• Develop and implement plans to attain and maintain agreed key performance indicators.
• Drive the development and implementation of all areas of Awasr customer excellence operations.
• Implement effective communication programs that ensure that information is cascaded consistently throughout the department in a timely manner.
• Oversee the development of all necessary process and procedure for Customer Care.
• Strike balance between process-based customer service & people-based customer service.
• Work cross-functionally with key departments to ensure alignment of process & performance etc.
• Work with key stakeholders on the implementation of new systems and/or system improvements in relation to all areas of customer care and customer management.
• Ensure that all care staff are trained on the products and promotions of Awasr, the business processes and procedures and the commercial support systems that they must use to service and sell to customers.
• Engage with HR to ensure that all care members are trained on the culture, values, and purpose of Awasr and that this is consistent across sales and care teams.
• Manage the planning and delivery of commercial projects across care, specifically new product launches, technical go-to-market releases and large commercial projects.

Operational Accountabilities:

• Develop a set of measures for all core customer care processes, track and report on the delivery thereof and identify and implement improvement measures against these measures.
• Develop, standardize, and provide oversight of customer service procedures, processes, communication channels, systems, and escalation processes so that the customer service approach across the pillar is consistent and to the highest standard.
• Review monthly reports of SLA failures, root causes and implement sustainable mitigation plans via liaison with other functional teams.
• Develop and continuously refresh all content related to the products and services of Awasr, the business processes and procedures and the commercial support systems and ensure that this is transferred to agents and maintained in a single knowledge base.
• Develop and deliver the call centre model to ensure that the desired customer experience is delivered while managing cost.
• Engage with Marketing, specifically the product managers, and the channel owners to ensure that the care function delivers against their strategies and requirements.
• Ensure that all processes and procedures are documented and made available in a central knowledge base accessible to all stakeholders.
• Ensure that all relevant processes and procedures are accurately reflected in the support systems, specifically the CRM and provisioning systems.
• Ensure that all relevant processes and procedures are delivered to all Customer Care staff as part of their operational and systems training programmes.
• Ensure that new commercial offers and propositions can be supported by the commercial systems in care.
• Facilitate the development of processes consistent across channels and aligned with business strategies and the desired customer experience.
• Measure and identify improvements continuously to existing systems, manage the removing of bugs and fixing of defects.
• Provide constructive, open, and honest feedback to team members to support their development.
• Provide end-to-end business ownership of customer excellence function in Awasr in a way that provides a differentiated call centre environment.

Resource Management:

• Manage resources based on recruitment needs and organisational changes as and when they occur.
• Manage the selection, contracts, and performance of agencies according to business needs/ scope and deliverables received.
• Develops and leads activities to reinforce the relationship of the Core Values to divisional responsibilities, processes, and practices.
• Monitors interdepartmental working relationships.
• Interview prospective new employees and provide feedback to hiring managers and HR.

Budget Management:

• Consider the end-to-end cost at all times.
• Look for new and innovative ways to deliver a greater level of experience at a lower cost.
• Establish & communicate data-based insights to customers so they can more effectively use products, and so that the businesses can achieve goals such as increasing renewal sales and revenue, inspiring customer loyalty and retention, and reducing churn.
• Increasing the likelihood of customer retention & growing monthly recurring revenue (MRR).
• Manage the development and consolidation of the departmental budget within own scope, and monitor the department’s financial performance versus the budget, to ensure the exercising of financial authority within established limits and the control of departmental budget expenditure.

People Management:

• Build & maintain effective, collaborative relationships with stakeholders – internal and external.
• Demonstrate effective relationship management, influencing and negotiation skills, with an ability to work across boundaries.
• Manage the departmental team of direct and indirect reports through effective recruitment, development, performance management, and succession planning, to maximise team performance and achieve departmental objectives.
• Understand the stakeholder groups which interact with the role and develop strong plans to actively manage these stakeholders.
• Strong leadership qualities to engender a culture where employees are motivated and inspired to achieve and exceed results.
• Makes decisive decisions, based on facts, figures and policies.
• Ability to challenge the status quo and instigate and manage change effectively.

Qualifications & Experience:

• Bachelors / Master’s Degree in Business / Sales / Commercial Management.
• Graduate with 10-12 Years of Experience OR Post-Graduate with 8-10 Years of Experience.

Post Closing Date: 22nd Aug 2024