Executive: Customer Operations/ Experience

Responsible for shaping and driving the overall customer experience strategy to build loyalty, retention, and business growth. Oversee customer service operations to ensure high-quality, timely support, while leveraging customer insights and data to identify improvements. Lead position leads cross-functional collaboration to design and deliver seamless, integrated customer journeys across all touchpoints, fostering a customer-centric culture throughout the organization. In addition, it manages budgets, forecasts, and performance metrics, while ensuring alignment of customer experience initiatives with Telkom’s strategic objectives and maintaining a unified, consistent view of the customer across systems and channels.  

Key Stakeholders

• Telkom stakeholders (Marketing, Product Sales Channels, regions, network, IT and Group Corporate Affairs)
• Research Vendors
• Equipment/ Device Vendors
• Capability and service partners 
• Specialist Contractor Providers/ Vendors/ Partners
• HR
• Finance

• Develop and execute customer experience strategies to drive loyalty, retention, and growth.
• Oversee customer service operations, ensuring high-quality support and issue resolution.
• Analyze customer feedback and data to identify areas for improvement.
• Lead cross-functional teams to design and deliver seamless customer journeys.
• Foster a customer-centric culture within the organization.
• Develop and manage budgets, forecasts, and metrics for customer experience and customer service.
• Collaborate with all Telkom stakeholders to align customer experience initiatives with business objectives.
• Implement and maintain a single view of the customer across all touchpoints and systems.

Ensure consistent and integrated customer experiences across:

    - Physical channels: Contact  centers,  stores, branches, events

    - Digital channels: website, mobile app, social media, email

Channel Specific Responsibilities 

Physical channels:

    - Design and optimize in-store experiences

    - Manage customer service at physical locations

Digital channels:

    - Develop and implement digital customer experience strategies

    - Oversee social media and online customer support

Overall Goals 

• Improve customer satisfaction and loyalty metrics.
• Reduce customer complaints and issues.
• Increase customer retention and growth.
• Enhance customer experience through innovative solutions.
• Achieve a unified customer view to inform business decisions.
• Deliver seamless experiences across physical and digital channels.

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