VdE | Head of Customer Experience | ENGIE Energy
ENGIE Energy Access is the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa. The company develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGO solar home systems are financed through affordable instalments from $0.19 per day and the mini grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,800 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), over 1. 9 million customers and more than 9 million lives impacted so far, ENGIE Energy Access aims to impact 20 million lives across Africa by 2025.
www.engie-energyaccess.com
www.linkedin.com/company/engie-africa
Job Purpose/Mission
As Head of Customer Experience (CX), you are both a people leader and analytical decision maker -- an incredible opportunity to own the strategy and execution of EEA Mozambique customer experience approach, including call centre operations and after sales service. You thrive on mastering the right mix of inspirational leadership, data-driven decision-making, and complex operational management. Reporting to the EEA Mozambique Country Director, you will play a critical role in achieving our CX vision of being rated as the top company for customer service globally.
Responsibilities
Strategic Leadership
- Develop and manage the implementation of customer value management (with a 30% contribution to revenue growing YoY) and customer operations strategy.
People Leadership
- Build a team that is passionate about our mission, embodies ENGIE Energy Access values, and is excited to get out of bed every single morning to bring clean, reliable, affordable electricity to all households in Mozambique.
- Manage a team of 100+ people covering 25+ languages managing >150,000 customers.
- Lead and execute the strategy for scoping and sourcing the ideal profile candidates to build a motivated, quickly scaling, and high retention team of Service Center Associates (SCAs) and Customer Service Representatives (CSRs)
- Own the on-boarding process for our SCAs and CSRs to ensure they will be successful.
- Provide on-going training, mentorship, and development of individuals; ensuring that the teams excel in providing an exception customer experience in every interaction with each customer.
- Build our emerging leaders in the Call Center and in the Service Centers (transition our budding CSR Coordinator and Interim SCA TLs into people leaders)
- Develop effective and scalable systems and oversee execution by effectively delegating and giving ownership to a strong team of high performers below you.
- Build and manage a team of like-minded, hard-working individuals including directly managing Customer Value Manager and Customer Operations Manager.
Analytical decision making -- strategy, planning, and execution:
- Organization scale-up: Design and implement processes necessary for our Call Centers and Service Centers to SCALE rapidly to meet customer demand.
- Own the sourcing, constructing, roll out and management of service centers dispersed across 55+ districts/counties covering more than 5000km of the country and serving >20,000 customers daily.
- Conduct and manage stock audits to ensure last-mile distribution is a sustained competitive advantage for ENGIE .
- Goal, target, and incentive setting : Use a strong grounding in our data to ensure that the team has clear, inspiring, and ambitious goals and targets, paired with incentives to drive motivation; in order to support growth in key areas including quality of service and efficiency.
- Delivery and execution: Manage a group of highly motivated teams and individuals to collaborate on achieving growth, revenue, and portfolio quality targets.
- Reporting : Coordinate, drive, and measure results in forecasting call center demand, planning adequate workforce capacity, and inspiring the team in real-time
- Revenue Generation: Develop sales strategies to drive the Telesales team towards meeting revenue and sales targets contributing at least 30% of business revenue.
Global cross-pollination : collaborate with other EEA Country Teams & Global team to leverage best CX practices from Mozambique, implement best practices from other country teams, and brainstorm solutions to common challenges.
Innovation : Create a culture of innovation at EEA Mozambique and invest in innovative solutions to challenges, opportunities, and scale, including leading the implementation of our field based vetting application
- Lead EEA Customer Experience research and innovation (customer voice and customer financial lives) throughout Mozambique, using result to make strategic, data-driven changes in improve customer experience.
Knowledge And Skills
Experience:
- Several years of experience leading and managing a team dedicated to providing top-tier customer experience. Preferably in a developing country setting
- A bachelor’s degree from a recognized institution
- Knowledge and experience with call flow technologies and strategies
- Excellent Written and Verbal Communication Skills
- Excellent Microsoft Excel skills
- Ability to transition between tactical and strategic projects.
- Specific experience with workforce methodologies is required.
Qualifications:
- Bachelor’s degree
- At least 10 years of work experience, with 3 years at senior management level.
- High level of emotional intelligence
- Ability to work both in teams and independently.
- Critical thinking skills (ability to think outside the box)
- Good problem-solving skills (solutions oriented)
- Good influencing and negotiation skills
- Flexibility with ability to work under pressure to meet deadlines.
- Willingness and desire to learn new ideas.
- Proficiency in local languages highly desired
Language(s):
- English (Fluent – Written and Spoken)
- Portuguese (Fluent – Written and spoken)
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!
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