About Company
Econet Wireless Zimbabwe is a leading diversified telecommunications group with operations and investments in Zimbabwe. We are committed to empowering our customers through innovative digital solutions and exceptional service. As a pioneer in the industry, Econet continues to drive technological advancement, financial inclusion, and social impact across the nation. Our vision is to transform the lives of our customers by providing access to reliable, affordable, and cutting-edge communication and digital services. We foster a culture of innovation, excellence, and customer-centricity, striving to be at the forefront of the digital revolution in Zimbabwe. Join our dynamic team and contribute to a company that connects millions and makes a tangible difference in communities.
Job Description
We are seeking a highly strategic and experienced Chief Customer Officer (CCO) to join our executive leadership team in Masvingo Province, Zimbabwe. The CCO will be the ultimate champion of our customers, responsible for defining, implementing, and optimizing a world-class customer experience strategy across all touchpoints. This pivotal role demands a visionary leader who can integrate customer insights with business objectives to drive unparalleled customer satisfaction, loyalty, and retention. You will be instrumental in shaping our customer journey, enhancing our brand reputation, and ensuring that every interaction strengthens our bond with our diverse customer base in the region. The ideal candidate will possess a deep understanding of the telecommunications landscape, digital transformation, and best practices in customer relationship management. You will lead cross-functional initiatives, leveraging data analytics and feedback mechanisms to identify opportunities for improvement and innovation. This role is not just about service delivery; it’s about fostering a pervasive customer-first culture throughout the organization. You will develop and mentor teams, implement cutting-edge technologies, and set new benchmarks for customer experience within the industry. If you are passionate about transforming customer interactions into lasting relationships and possess the strategic acumen to drive significant business impact, we invite you to lead our customer experience efforts and help us cement our position as the preferred telecommunications provider in Masvingo.
Key Responsibilities
- Develop and execute a comprehensive customer experience strategy aligned with company goals and market dynamics within Masvingo Province.
- Champion a customer-centric culture across all departments, fostering a collective commitment to exceptional service.
- Oversee all customer touchpoints, including sales, service, support, and digital interactions, ensuring consistency and quality.
- Utilize data analytics, customer feedback, and market research to identify customer needs, pain points, and opportunities for improvement.
- Lead initiatives to enhance customer satisfaction, loyalty, and retention, driving measurable improvements in key CX metrics.
- Collaborate closely with product development, marketing, sales, and operations teams to ensure seamless customer journeys and integrated solutions.
- Identify and implement innovative technologies and processes to optimize customer interactions and operational efficiency.
- Manage and mentor a high-performing customer experience team, fostering their professional growth and development.
- Represent the voice of the customer in executive-level discussions and strategic planning.
- Ensure compliance with relevant regulatory requirements and industry best practices for customer service.
Required Skills
- Proven experience in a senior leadership role focused on customer experience (e.g., CCO, VP of Customer Experience).
- Deep understanding of customer journey mapping, service design, and customer lifecycle management.
- Exceptional leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Demonstrated ability to drive cultural change and foster a customer-centric environment.
- Proficiency in leveraging CRM systems and CX technology platforms.
- Strategic planning and execution expertise.
Preferred Qualifications
- Master's degree in Business Administration, Marketing, or a related field.
- Experience within the telecommunications industry in Zimbabwe or sub-Saharan Africa.
- Certifications in Customer Experience Management (e.g., CCXP).
- Familiarity with digital transformation strategies and agile methodologies.
Perks & Benefits
- Competitive executive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Company car and fuel allowance.
- Generous paid time off and holidays.
- Professional development and executive training opportunities.
- Access to the latest telecommunications technologies and innovations.
- Collaborative and dynamic work environment.
- Opportunity to make a significant impact on customer experience and business growth.
How to Apply
Interested candidates who meet the above criteria are invited to apply by clicking on the application link below. Please ensure your resume and cover letter clearly highlight your relevant experience and leadership in customer experience. Applications will be reviewed on a rolling basis, and only shortlisted candidates will be contacted.