EcoCash Zimbabwe is inviting applications from suitably qualified and experienced professionals for the position of General Manager – Customer Experience. The position focuses on leading a customer experience strategy that turns exceptional service into a competitive advantage, driving product adoption, loyalty and revenue growth across all channels.
Duties and Responsibilities
Job Purpose To lead a customer experience strategy that turns exceptional service into a competitive advantage, driving product adoption, loyalty and revenue growth across all channels.
Qualifications and Experience
-Bachelor’s degree in Engineering, Computer Science, Information Systems, Data Science/Statistics, Business Studies, Marketing or a related discipline.
A postgraduate qualification in one of the following: -MBA (ideally with a digital, analytics or technology-management focus), or MSc in Business Analytics, Data Science, Information Systems, Digital Transformation, or Technology/Innovation Management. -Demonstrable data and technical literacy: ability to interrogate data, interpret analytics and model outputs, and engage credibly with engineers and data scientists. -Minimum of 8–10 years’ experience in a customer management environment, at least 2 of which in senior management. -Proven track record of leading large customer service, contact centre and telesales operations. -Strong strategic planning, budget management, leadership and stakeholder management skills.
