Head Customer Communication Job.

Head Customer Communication Job.
OUR CLIENT IS A LEADING PROVIDER OF TELECOMMUNICATION SERVICES IN AFRICA. THE COMPANY
HAS A VACANCY FOR: HEAD – CUSTOMER COMMUNICATION
Position Title:Head – Customer Communication
Reports to:Africa Head – Service Experience

Basic Purpose:
The person will provide the leadership for defining and Operationalising the Customer Communication policy framework for the Company across the 16 African OpCo’s. The Ideal holder should preferably be fluent in both English and French

MAJOR ACTIVITIES
The successful candidate will be responsible for:
•Defining and Operationalising the Customer Communication policy and standards of the Company
which protects customers’ Interest as well as drives the revenue of the company
•Enhancing the Trustworthy attribute of the brand by ensuring that all communication is Honest and
Transparent
•Own Customer Communication process and policies – structure and implementation across OpCo’s
•Ensure standardization, consistency and relevance of content on Switch, SMSs, Mailers, USDs, IVR.
•Provide Communication support for New products and services launched from HQ
•Service Branding
– Impacting Perceptions:

o Increase Visibility & Penetration of service initiatives amongst customers, trade and employees. self service, SIM swap etc
o Develop creative ways to communicate with customers – below the line chaannels
•Build a mechanism to review the compliance of all policies and processes
•Maximize effectiveness of all communication at/through Switch, SMSs, Mailers, USSDs, IVR
•Ensure compliance to the laid down Internal and External Regulatory policy ( Do not disturb etc)
•Build Platforms which provide scalability for customer communication Initiatives as well as the ability
to send communication in vernacular language
•Develop the capability of the Communication teams in the OpCos
•

APPLICATION PROCESS
Interested candidates are requested to submit their applications on e-mail to: recruit@idp-ea.com, together with the latest copy of CV, day time telephone number and details of their current remuneration on or before Wednesday 30th September 2010.

To View this and other opportunities or upload your CV, visit our website on http://www.idp-ea.com/featured-jobs/
Member of the DCDM Organization