Head of Customer Experience

Location: Yamoussoukro, Côte d'Ivoire

Department: Customer Experience

Type: Full Time

Min. Experience: Manager/Supervisor

Location:  Yamoussoukro, Côte d’Ivoire
Application Deadline: Rolling
Position: Full-time
Team: Customer Experience
Compensation: Competitive salary & benefits commensurate with education and experience

We are building a diverse and inclusive team and  this opportunity is open to any qualified internal and external applicants. Women  as well as candidates from Africa and those with experience working on the continent are particularly encouraged to apply for this role. 

About Fenix

Fenix International is a next-generation energy and technology company. Our mission is to improve the quality of life of our customers through inclusive energy and financial services. Our flagship product, Fenix Power, is a modular, lease-to-own solar home system financed through affordable installments from just $0.11 per day. We use real-time transaction data to create a next-generation credit score to finance power upgrades and other life-changing loans, unlocking modern financial services for our customers. To date, Fenix has sold over 500,000 Solar Home Systems in Uganda, Zambia, Côte d'Ivoire, Benin, Nigeria and Mozambique, bringing clean, reliable power for lights, phones, radios, TV and much more to over 2,500,000 people.
In early 2018, Fenix joined forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy. This has allowed Fenix to make significant commercial investments to accelerate the path to our mission, via new markets and innovative products. Together, Fenix and ENGIE are making universal access to modern energy a reality.

Job Description

Exceptional customer experience is at the core of our values and strategy.  As Head of Customer Experience (CX), you are both a people leader and analytical decision maker -- an incredible opportunity to own the strategy and execution of Fenix Cote d’Ivoire customer experience approach, including call center operations and after sales service. You thrive on mastering the right mix of inspirational leadership, data-driven decision-making, and complex operational management. Reporting to the Fenix Cote d’Ivoire Managing Director, you will play a critical role in achieving our CX vision of being rated as the top company for customer service globally.

Key Responsibilities:

  • Team culture: Build a team that is passionate about our mission, embodies Fenix values, and is excited to get out of bed every single morning to bring clean, reliable, affordable electricity to all households in Cote d’Ivoire.
  • Team building: Lead recruitment, team engagement, retention, and professional growth of the talent needed to achieve Fenix Cote d’Ivoire goals:
    • Lead and execute the strategy for scoping and sourcing the ideal profile candidates to build a motivated, quickly scaling, and high retention team of Service Center Associates (SCAs) and Customer Service Representatives (CSRs)
    • Own the on-boarding process for our SCAs and CSRs to ensure they will be successful
    • Provide on-going training, mentorship, and development of individuals; ensuring in particular that the teams excel in providing an exceptional customer experience in every interaction with each customer.
    • Build our emerging leaders in the Call Center and in the Service Centers (transition our budding CSR Coordinator and Interim SCA TLs into people leaders)
    • Develop effective and scalable systems and oversee execution by effectively delegating and giving ownership to a strong team of high-performers below you
    • Build and manage a team of like minded, hard-working individuals including directly managing Call Center Manager and Service Center Manager
  • Analytical decision making - strategy, planning, and execution: Develop and execute customer experience strategy to scale nationwide operations in Cote d’Ivoire (working closely with Fenix Leadership):
    • Organization scale-up: Design and implement processes necessary for our Call Centers and Service Centers to SCALE rapidly to meet customer demand as we turn Cote d’Ivoire into a Fenix country.
    • Goal, target, and incentive setting: Use a strong grounding in our data to ensure that the team has clear, inspiring, and ambitious goals and targets, paired with incentives to drive motivation; in order to support growth in key areas including quality of service and efficiency
    • Delivery and execution: Manage a group of highly motivated teams and individuals to collaborate on achieving growth, revenue, and portfolio quality targets. 

    • Reporting: Coordinate, drive, and measure results in forecasting call center demand, planning adequate workforce capacity, and inspiring the team in real-time
  • Global cross-pollination: collaborate  with other Fenix market teams & Fenix Global team to leverage best CX practices from Cote d’Ivoire, implement best practices from other country teams, and brainstorm solutions to common challenges
  • Innovation: Create a culture of innovation at Fenix Cote d’Ivoire and invest in innovative solutions to challenges, opportunities, and scale, including leading the implementation of our field based vetting application
    • Lead Fenix Customer Experience research and innovation (customer voice and customer financial lives) throughout Cote d’Ivoire, using results to make strategic, data-driven changes to improve customer experience

Required Skills & Experience

  • Several years of experience leading and managing a team dedicated to providing top-tier customer experience. Preferably in a developing country setting
  • Experience crafting and executing customer service strategy
  • A Bachelor’s degree from a recognized institution
  • Strong analytical decision making capabilities.  Ability to take complex and varied data analyses to prioritize results, draw conclusions, and convert into actionable strategy
  • Excellent Written and Verbal Communication Skills, including English and French fluency
  • Ability to work both in teams and independently
  • Critical thinking skills (ability to think outside the box)
  • Ability to work under pressure to meet deadlines

Desired Skills & Experience

  • Masters Degree
  • Knowledge and experience with call flow technologies and strategies
  • High level of emotional intelligence
  • Proficiency in other local language

We thank all candidates who choose to apply, however, only those selected for a further interview will be contacted.

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