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Job

Head of Customer Service/ Experience

MYDAWA is a technology based service that enables consumers to purchase authentic high quality medicines, health and wellness products. They assure quality and give consumers value for their money for medicine purchased. The service, a first of its kind globally, has been developed in Nairobi in collaboration with a diverse array of healthcare practitioners. MYDAWA aims to bridge the gaps between healthcare providers and patients thus improving quality and cost of care.

MYDAWA features a unique track and trace mechanism that consumers can use to verify authenticity of products from source, while offering convenience and privacy to the consumer. It also offers value for money as it does not charge any service fees, transaction or delivery costs. 

The Role

The Head of Customer Service/Experience will always stand out as the voice of the customer throughout the ever-evolving customer journey. Organizational, documentation and project management skills are key.

The incumbent will specifically;

  • Lead the Customer experience team.
  • Monitor the KPIs and drive continuous improvements to ensure an outstanding Customer Experience.
  • Lead process improvement.  
  • Lead customer loyalty.

Key Responsibilities

This role will report to the Managing Director. Core responsibilities include;

  • To continually asses and enhance the MYDAWA “customer journey” and be the voice of the customer in future developments.
  • Deliver an outstanding Customer Experience to differentiate MYDAWA above the competition managing and evolving routes for customers to contact them.
    • Effectively manage the Customer Experience team
    • Maintain the highest Service Level
    • Focus on First Call Resolution
    • Quality Assurance
    • Manage social media responses to customer contacts
  • Evolve the customer service function and knowledge base to enhance and support customer experience.
    • Manage and enhance the CRM tools and capabilities.
  • Constant process improvement to eradicate the top drivers of customer dissatisfaction.
    • Constant assessment of customer interactions and analysis on reasons for contact
    • Root Cause Analysis
    • Customer Journey improvements
    • Customer surveys
    • Call Conversion on inbound support calls
    • Outbound Calling – develop tele sales capability to turn CE from a cost center to  a profit center
    • Chronic Care - Reminders & Refills
    • Loyalty Program implementation
  • Constantly improve customer retention and reduce churn.
  • Document and assist in the evolution of various customer orientated marketing tools, including website, apps, social media, etc.
  • Maintain and evolve all customer KPI reporting tools.
  • Drive rigorous quantitative and qualitative analyses of customer feedback, journeys and pain points using leading practice research and analytics methodologies.
  • Lead the executive level voice of the customer which includes the development and sharing of customer stories and identify opportunities and areas having the greatest impact on loyalty or growth that will provide us a competitive advantage.
  • Establishing an effective regular and timely communications plan with the Company and / or Board.  Deliver (at a minimum) a weekly report and review to the MD of key deliverables and priorities.
  • Contributing to and following an effective communication plan with other contractors and / or partners engaged by the Company.
  • Develop research questions to affirm any assumptions with consumers.
  • To assess the principal risks of the Company as regards Customer Experience efforts and to ensure that these risks are being monitored and managed.
    • to ensure effective internal controls and management information systems are in place;
    • to abide by specific internally established control systems and authorities, to lead by personal example and encourage all contractors to conduct their activities in accordance with all applicable laws and the Company’s standards and policies, including its environmental, safety and health policies
    • to ensure that the Company has appropriate systems to enable it to conduct its activities both lawfully and ethically
    • to ensure that the Company maintains high standards of corporate citizenship and social responsibility wherever it does business
  • Ensuring that all customer engagement efforts meet relevant regulatory standards
  • To carry out other duties as may be reasonably requested from time-to-time by the Company, Board and / or other related parties, consistent with the skills and experience presented by the Contractor
  • Establishing an effective regular and timely communications plan with the Company and / or Board.
  • Contributing to and following an effective communication plan with other employees and / or partners engaged by the Company.
  • To assess the principal risks of the Company as regards Marketing efforts and to ensure that these risks are being monitored and managed.
    • to ensure effective internal controls and management information systems are in place
    • to abide by specific internally established control systems and authorities, to lead by personal example and encourage all employees to conduct their activities in accordance with all applicable laws and the Company’s standards and policies, including its environmental, safety and health policies
    • to ensure that the Company has appropriate systems to enable it to conduct its activities both lawfully and ethically
    • to ensure that the Company maintains high standards of corporate citizenship and social responsibility wherever it does business
  • Ensuring that all Financial efforts meet relevant regulatory standards.
  • Staff Management – to ensure that any staff assigned are well managed and always within internal and external human resource guidelines and laws.
  • Community and Public Relations - to assure the Company and its mission, programs, products and services are consistently presented in strong, positive image to relevant stakeholders.
  • To carry out other duties as may be reasonably requested from time-to-time by the Company, Board and / or other related parties, consistent with the skills and experience presented by the Employee.

Key Attributes

  • A self-starter with an obsession for great customer service.
  • Goal orientated.
  • Excellent communication skills – both written and verbal.
  • High performer who craves the challenges of career growth and development, and a natural leader with a demonstrable history of coaching and developing others. Engaging, influential and motivating, and have outstanding communication skills.

Qualifications

  • Minimum of 1st degree and appropriate experience.  MBA preferable