Head of Enterprise Customer Care

Description

The Head of Customer Care sets and contributes to the functional agenda and
strategy and provides leadership to the Customer Care teams ensuring the
delivery of excellent customer services and customer satisfaction. Driving
customer loyalty, NPS and sales, in line with Vodafone standards and policies.
The Head of Enterprise Customer Care leads multidisciplinary Customer Care
teams and is accountable for the quality of the interactions and service (via
telephone, email and self-serve) provided to the customer.
. Setting the strategy and leading the execution of Enterprise Customer Care
for Vodafone Egypt
. Achieving Enterprise Experience targets represented in Satisfaction NPS
scores, churn targets, collection and Bad debt targets and activations
targets.
. Maximizing Enterprise accounts value through advanced account management for
Corporate (Government, SME and SOHO Customers)
. Strategy and Leadership Setting and proposing the division budget, Set
Enterprise Customer Care strategy vision and targets Quarterly, annual and
mid-term plans for Enterprise customer care. Typically reports to the Customer
Operations Director.

Job Responsibility

. Account management and Call centers
. Build a service model for the Corporate, Government, SME and SOHO Customers
. Lead Account Management and call center teams who are responsible for
handling Enterprise customers based on the service model guidelines and
targets.
. Own KPIs and governance model for Enterprise customer care that supports the
enterprise segment and company targets.
. Responsible for billing collection for Enterprise fixed and mobile
customers.
. Ensuring that collection process and controls are set and implanted in way
that guarantees targets achievement as well as customer satisfaction.
. Responsible for the activations plan and process for all new contracts
received from Enterprise sales channels within an agreed SL.
. Setting and owning Complaints management and retention process and
governance model
. Ensuring that complaints management and retention feeds into solving root
causes of issues and achieving customer experience targets
. Lead a cross functional colleagues and teams to ensure achieving customer
experience and loyalty targets.
. leading, developing and mobilizing big team to achieve business targets.
. Responsible for regular appraising and talent reviews for team members to
provide successors and future leaders.
. Achieving Enterprise customer satisfaction, loyalty and experience targets.
(Customer care is considered one of the heaviest elements in enterprise NPS
scoring)

Not a perfect fit?

Worried that you don 't meet all the desired criteria exactly? At Vodafone we
are passionate about Inclusion for All and creating a workplace where everyone
can thrive, whatever their personal or professional background. If you're
excited about this role but your experience doesn't align exactly with every
part of the job description, we encourage you to apply as you may be the right
candidate for this role or another role, and our recruitment team can help you
see how your skills fit in.