Customer Experience Director

About the role

The Customer Experience Director will develop and implement strategies to enhance overall customer experience, drive satisfaction and improve retention. Reporting to senior management, the role leads a multi‑disciplinary team that manages customer operations and works closely with sales, marketing, product and technical departments to ensure a seamless, positive experience for all Africell customers.

Key responsibilities

• Lead and manage a team of customer‑care professionals, including back‑office agents, supervisors, coordinators and managers.
• Streamline customer operations and back‑office processes to improve efficiency, reduce costs and enhance service quality.
• Define organisational structure, hire resources and oversee training and onboarding schedules.
• Analyse the customer journey, identify pain points and implement initiatives focused on first‑contact resolution.
• Gather and analyse Voice‑of‑Customer feedback to drive continuous improvement.
• Oversee call‑center and back‑office teams to ensure prompt resolution of inquiries, complaints and escalations.
• Collaborate with sales, marketing, product and technical teams to deliver a consistent experience across all touchpoints.
• Track KPIs, report performance to senior management and manage relationships with third‑party BPO partners.

Required profile

• Bachelor’s degree in Business Administration, Communications, Marketing or related field; Master’s degree or CX certification (e.g., CCXP) preferred.
• Minimum 10 years of progressive experience in customer service/operations, with at least 5 years in a senior leadership role, preferably in telecommunications or high‑volume consumer services.
• Proven track record of managing large, multi‑channel customer operations and external BPO partners.
• Strong analytical ability to translate data and customer feedback into actionable strategies.
• Excellent stakeholder management and communication skills to influence cross‑functional executive teams.