Purpose of the job
The job holder will be required to plan and Implement Customer Service Strategy for purposes of maintaining effective customer services for all internal and external customers by utilizing excellent in-depth knowledge of company, driving service engagement and leadership across Uganda.

Key Duties and Responsibilities
• Oversee customer issues, and offer effective and long term problem resolutions.
• Achieve overall stated customer satisfaction index NPS score.
• Standardize and bring rigor into the process of customer management across all departments of CSD, ensuring creation of monitoring and control systems to track service delivery; identify service impacting issues driving churn and address them proactively.
• Facilitate the Build of platforms and processes to increase the Contact rate and the acceptance rate of the campaigns that have been designed.
• Partner and co-ordinate with cross-functional teams to enhance customer satisfaction by providing inputs to improve existing systems for customer retention, satisfaction and overall increase of the customer base.
• Ensure accurate profiling of customers in conjunction with marketing team to facilitate the creation of products and services that addresses the specific needs of the current and potential customer base thereby increasing usage and satisfaction.
• Define and implement customer care strategy with the connect of local realities, completion and regulatory environment.
• Design the customer care roadmap in alignment with Group that will drive customer engagement and satisfaction across Uganda.
• Develop, review, and analyze budget for entire customer directorate ensuring zero deviations
• Ensure all customer care initiatives are carefully analyzed and attached measurable ROI.
• Ensure all initiative and programs are implemented cost effectively and efficiently as well as create a tracking process/system.
• Manage all corporate credit related risks , protect and minimize the risk exposure of Airtel Uganda.
• Identify and recommend vendors/partners and establish processes/ SLAs to monitor quality of services.
• Implement routine performance reviews with business partners for strategic support & performance enhancement.
• Achieve effective relationship building with partners and increase efficiency and value add by creating forum for continuous communication.
• Conduct regular Return on Investments (ROI) review & opportunity identification with partners.
• Support teams engaged in analysis of quality deviations and ensure that corrective measures recommended are implemented by vendors.
• Drive employee engagement for world class performance.
• Develop a bench strength of future leaders through coaching, mentoring and guidance.
• Set performance standards to meet the service goals of the company.

Academic and Qualifications and Experience:
• University Degree in business or computer science or its equivalent.
• 15+ years’ work experience out of which at least 7+ years leadership experience.

Competencies and Behavior:
• Proven ability to analyse complex business issues and identify, design and implement effective practical recommendations
• Able to operate in a performance driven organization
• Strong analytical skills and problem solving skills
• Excellent planning skills
• High personal standards and goal oriented
• Excellent interpersonal skills
• Ability to lead in an environment of constant change.
• Creative, forward thinker
• Self-motivated, enthusiastic, energetic