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Senior Manager: Customer Channels

Mode: Full-time position

Region: Johannesburg, South Africa


Description
Our client, a telecom provider with operations across Africa and the Middle East, is looking for a Senior Manager: Customer Channels to provide leadership and drive innovation on technology solutions around all customer channels and touchpoints.

The responsibilities of the role:

  • Lead the implementation of the Customer Channels strategy
  • Ensure effective implementation of the Customer Channels strategy by providing direction, structure, business plans and support
  • Apply and maintain standards, principles, and processes for overall management of Customer Channels
  • Manage the unification of portals and channels to service all customers/partners/agents
  • Drive a demand management process to ensure that portal framework remains standard across all operations
  • Manage and resolve escalations that have impact on the critical path of service delivery to customers
  • Provide technical leadership on projects involving Customer Channels and provide input into the review of all projects initiated
  • Review key risks, issues, and dependencies relating to Customer Channels 

    Professional background

    • Minimum 4-year Academic Degree with Honours (B Eng / BSc Degree preferred - MBA / Masters advantageous
    • English, French and Arabic (advantageous)
    • 5+ years of Senior Management experience
    • Proven track record of business improvement and strategy development
    • Understanding of the OpCo technology, business and regulatory context
    • Timely decision making and reporting
    • South African citizen, BEE eligible
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    Hiring Talent?

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    Check our ONE PAGER