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Group GM: Customer Channels

Mode: Full-time position

Region: South Africa

Opportunity on hold

Although the process is currently on hold, we will be happy to consider your application in case this opportunity reopens or similar opportunities arise.

Description
Our client, a leading telecom provider with operations across Africa and the Middle East, is looking for a General Manager: Customer Channels.

The responsibilities of the role:

  • Unificate all service portals under a single core framework and elimination of disparate portals
  • Ensure parity of function exposure across all channels
  • Lead the development of the Customer Channels strategy
  • Drive a demand management process to ensure that portal framework remains standard across all operations
  • Ensure alignment of the SmartApp solution across all devices
  • Standardise the kiosks and terminals (SIM/POS/handsets) to ensure effective service enablement at all service touchpoints
  • Review key risks, issues, and dependencies relating to Customer Channels, and set mitigation actions as required


    Professional background
    • 4-year Academic Degree. A postgraduate qualification is a plus
    • English, French and Arabic (advantageous)
    • Minimum 5 years’ Senior Management experience
    • Minimum 3 years’ relevant sector/industry/area of specialisation
    • Deep knowledge of portal technologies and frameworks
    • Customer journey definition and UX design experience
    • Worked across diverse cultures and geographies
    • Proven track record of business improvement and strategy development
    • South African citizen, EE eligible