Head of Customer Experience

Job Description

Reporting To : Chief Operating Officer

Direct Reports : Customer Experience Team Lead, Customer Support Team Lead (Call Centre)

About Pargo

Pargo is at the forefront of the e-commerce innovation in South Africa, creating smarter, more convenient, and accessible delivery solutions for everyone. We are a high-growth, tech-driven company dedicated to solving the last-mile challenge. Our success is built on an extensive network of Pick-Up Points and an unwavering commitment to customer satisfaction. We're not just moving parcels; we're shaping the future of logistics.

The Role

As the Head of Customer Experience , you'll oversee all aspects of the consumer experience across Pargo services. You'll lead two key functions : Customer Experience and Customer Support, ensuring both teams work cohesively to deliver an outstanding end-to-end customer journey.

Key Responsibilities

Strategic Leadership & Vision

Define the CX North Star : Develop and execute a comprehensive customer experience strategy that aligns with Pargo's core business objectives and drives long-term customer loyalty.

Lead & Inspire : Mentor, guide, and empower the Customer Support and Customer Experience Team Leads, fostering a culture of high performance, accountability, and continuous improvement.

Drive a Unified Customer Agenda : Collaborate across departments (Operations, Tech, Sales, and Solutions) to champion a unified, customer-first mindset throughout the organization.

Innovate & Improve : Act as the primary driver for CX initiatives, using data, customer feedback, and industry best practices to innovate across all touchpoints.

Customer Experience Management :

Spearhead the development and implementation of bespoke managed service solutions (value added services) designed to enhance client satisfaction, secure existing revenue, and drive commercial growth.

Collaborate cross functionally to identify and implement initiatives to improve the customer experience of Pargo’s solutions

Manage and optimize the onboarding process for all new Pick-Up Points.

Oversee the provision of ongoing and refresher training to all Pick-Up Points, ensuring consistent service quality and operational understanding.

Ensure accurate representation and timely updates of Pick-Up Point locations on Pargo's maps and digital platforms.

Direct the management, provision, maintenance, and troubleshooting of devices used by Pick-Up Points for parcel scanning and management.

Lead the rollout and support of new operational initiatives or service enhancements at Pargo Points.

Monitor and analyze Customer Satisfaction (CSAT) data pertinent to the Pick-Up Point experience.

Monitor the overall manual scan rate across the Pick-Up Point network, identifying high-level trends or systemic issues impacting scanning efficiency.

Customer Support Management :

Strategize and oversee the Customer Support department, focusing on efficient resolution of incoming queries from customers using Pargo services.

Focus primarily on the consumer experience across all Pargo services to ensure a seamless and positive journey for the Pargo end-user.

Handle consumer inquiries, complaints, and feedback across various communication channels, including telephone, email, social media and chat.

Provide comprehensive information and assistance to consumers regarding services, order statuses, and general queries.

Escalate complex customer issues to the relevant internal departments for efficient resolution.

Drive a significant automation agenda within the call centre, including the implementation and optimization of chatbots, AI-driven self-service portals, intelligent routing, and knowledge bases to enhance efficiency and customer satisfaction.

Implement and maintain world-class call centre tools and technologies (CRM, ticketing systems, telephony systems) to streamline operations and improve agent effectiveness.

Develop and optimize service level agreements (SLAs) and key performance indicators (KPIs) for consumer support, ensuring high quality and timely resolutions.

Ensure customer feedback from the call centre is systematically captured, analyzed, and integrated into product and process improvements.

Contribute significantly to the growth and successful scaling of Pargo's peer-to-peer service, enhancing its value proposition for both social sellers and end-buyers utilizing our network.

Performance Measurement & Analysis :

Define, track, and report on key customer satisfaction metrics for consumers (e.g., CSAT, Rate my Service, and Resolution Time), alongside relevant metrics for Pickup Point satisfaction.

Identify and analyze trends in consumer and Pargo Point feedback and satisfaction scores to facilitate proactive issue resolution and drive strategic improvements.

Requirements

Qualifications & Experience

At least 5 years of relevant work experience

Strong cross-functional co-ordination and project management skills

Proven experience in a senior customer experience or customer service leadership role, preferably in logistics, e-commerce, or a related field.

Demonstrated ability to develop and execute customer experience strategies.

Strong leadership skills with experience managing and motivating diverse teams.

Excellent communication, interpersonal, and problem-solving skills.

Proficiency in data analysis and reporting, with a track record of using insights to drive improvements.

A strong understanding of operational processes and their impact on customer experience.

Familiarity with various customer support platforms and CRM systems.

Benefits

Why Pargo?

Be part of a rapidly growing, innovative South African company making a real impact on the e-commerce landscape.

Lead a critical function that directly influences customer satisfaction and business growth.

Work with a passionate and supportive team dedicated to excellence.

Competitive market-related salary and benefits package.

Opportunity to shape and define the future of customer experience in a dynamic industry.

Requirements

Someone who is aligned to our values and approach, and is a detail oriented, energetic executional machine with the following requirements : National Senior Certificate (Gr 12) or equivalent Ability to stay calm when customers are stressed or upset Comfortable using computers, and CRM software and other office tools like Google Sheets Experience working with customer support environment Our Approach Our vision is to create access for anybody in Africa. Our approach to achieving this is to : Take action Execute exceptionally Embrace change Be transparent Prioritise our customers and lastly and most importantly Dream BIG