Customer Experience Pioneer (Head of Customer Experience) Job Opportunity – Tugende

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Organisation: Tugende
Duty Station: Kampala,
Uganda
About US:
Tugende is a for-profit social enterprise that helps motorcycle taxi
drivers in Uganda own their own motorcycles via a fair, transparent
lease-to-own model instead of renting indefinitely. Ownership significantly
increases income, job security and road safety. Across Uganda and many other
emerging markets, motorcycles help drive the economy, mitigate traffic jams and
bad roads, and offer hundreds of thousands of jobs for those with little formal
education. Tugende is proving that millions of self-employed entrepreneurs can
receive credit to own the equipment they use to provide for their families,
even without credit histories, collateral, and in industries considered high
risk by traditional lenders.
Job Summary: The Customer
Experience Pioneer (Head of Customer Experience) will oversee Tugende’s customer
experience and set the vision and strategy for this new department, while
building your own team, action plan, tools, and procedures from scratch. The incumbent
will provide consistently excellent customer experience and promote this
culture throughout the organization. We are looking for a professional with
experience growing a department from the ground up. Bonus points for experience
with financial products and serving low-income clients. If you care about human
journeys and want to work in a fun, fast-paced startup environment where you
will be challenged and accountable for driving results, this role is for you!
Key Duties and
Responsibilities:   
Build a Customer Experience department from the ground up
  • Set and execute the strategy, action plan,
    and budget to ensure customers are happy, drive repeat business, and
    increase lifetime value
  • Establish key metrics to measure
    performance and communicate results
  • Hire, manage and develop an all-star team
    to scale and deliver your strategic plan
  • Build and implement tools of the trade
    (procedures, policies, standards, presentations, record-keeping systems,
    surveys…)
Develop and implement innovations to improve the customer experience at
Tugende
  • Create new ways to engage clients and to
    receive and utilize customer feedback
  • Evaluate the current customer journey to
    identify areas for improvement and scalable solutions
  • The incumbent will also collect and
    analyze customer experience data, and report on results
  • Develop and manage a scalable system and
    procedures to track and promptly solve customer inquiries, complaints and
    other feedback
Promote a customer-focused culture among staff
  • Inspire all Tugende staff to be passionate
    about providing a great customer experience to all applicants, clients,
    alumni, visitors, etc.
  • Mentor and train colleagues in customer
    service best practices
  • Demonstrate the importance of customer
    service to achieving business goals
Work collaboratively with other teams to put customers first:
  • Partner with our Operations team to better
    understand client touch points and ensure customer service best practices
    are being implemented on the front lines
  • Work with our technology and data team to
    develop data collections and analysis tools and reports
Direct existing customer service functions:
  • Manage client feedback and communication
    channels (in-person, SMS campaigns, social media, email, toll free line…)
  • Supervise client insurance coordination
Qualifications, Skills and
Experience:  
  • The applicant must hold a Bachelor’s or
    Masters Degree in marketing, business or related field. MBA a plus
  • The applicant should have at least five to
    ten years of customer service experience in a consumer-facing business
    with three years of senior management experience
  • Success growing a department and team
  • Proven track record designing,
    implementing, testing and improving initiatives
  • Experience using customer care IT software
  • Success training and mentoring colleagues
  • Comfortable in Excel and Google Drive
  • Good influencing and negotiation skills
  • Exemplify Tugende’s core values: empathy,
    integrity, teamwork, having a solution-orientation approach and be
    committed to personal and professional growth and improvement.
  • Love working with clients and ensuring
    they consistently get the best experience
  • You live to make procedures more efficient
  • Ability to handle ambiguity and an
    environment that requires flexibility and being scrappy
  • Calm, composed and positive attitude in a
    fast paced environment with multiple priorities and tight deadlines
  • Equally able to work in a team as to take
    full ownership of a project from start to finish
  • Problem solver and strategic thinker, able
    to back up your recommendations with data
  • You never drop the ball (i.e. if you
    commit to doing something by a certain time, it always gets delivered by
    that time. If you realize this isn’t possible, you then pass the ball or
    ask for help, rather than drop it).
  • Possess empathy for low-income clients
  • Excellent verbal and written communication
    skills
  • Ability to interact with mid and senior
    level leaders both internally and externally
  • Previous experience with Salesforce is
    desired
  • Ability to present complex data 
Job Benefits:
  • 21 days paid leave + 6 personal days
  • Airtime
  • Transport and food allowance
  • Breakfast at office every morning
  • New, spacious office with relaxing outdoor
    staff recreation space
How to Apply:
All suitably qualified and interested candidates are encouraged to
apply online at the link below.
Deadline: 29th January,
2017

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