Head Of Customer Experience

Position Summary

Industry : IT & Internet

Job category : Customer Service

Location : Randburg

Contract : Permanent

Remuneration : Market Related

EE position : Yes

Introduction

Tracker requires the services of a talented Head of Customer Experience who will be responsible for overseeing the strategy, planning, and execution of Tracker's customer experience objectives. This role is pivotal in shaping the end‑to‑end journey for both existing and prospective customers. Working closely with various business leaders, the incumbent will drive improvements in service delivery and operational efficiency. All customer communications will be jointly managed by the Head of Customer Experience and the Marketing team, ensuring proactive, relevant feedback is consistently delivered to our customers. The ideal candidate must bring innovative thinking to develop experiences that not only elevate the Tracker brand but also foster engagement across all service touchpoints. A key responsibility will be to ensure customer satisfaction throughout every interaction, embedding measurable outcomes across customer‑centric events and initiatives. A deep understanding of the competitive landscape, evolving customer needs, and the ability to lead with creativity and strategic intent are essential for success in this role particularly in supporting the university's recruitment efforts.

Job Description

Implementation of customer experience strategic objectives

• Responsible for creating a comprehensive Customer Experience strategy to guide the Customer Service Centres, in aligning on service objectives and measures.
• Contribute to Tracker's strategic growth by identifying opportunities in the service delivery process to upsell and retain customers.
• Lead the communication and execution of a plan designed to improve existing service delivery and improve quality of service.
• Ensure the Service strategy is effectively implemented in KPI's and executed accordingly.
• Constantly review processes in the various customer journeys, optimise where required and measure the success thereof.
• Provide regular updates to the Executive team on strategy implementation progress and proactively address any issues or gaps.
• Take full ownership of key performance indicators across all stages and platforms of customer engagement.
• Lead the development of structured reporting and meeting frameworks to monitor and track performance outcomes.
• Advocate new ways of working across departments to foster improvements in customer experience.
• Provide strategic recommendations to the Executive team on recruitment, talent development, and process enhancements.

Quality and Service Delivery

People Management

Collaboration

Financial Management

Minimum Requirements

Essential : Post graduate degree (Customer Service and Call Centre related)

Essential : 10 years management experience in Call Centres.

Essential : 5 years' experience within customer services.

Desirable : 5 years senior management experience.

Experience in Customer Experience Measurement and analyses advantageous.

Experience in people management, leading and directing multiple team members in a busy task‑oriented environment.

Relevant marketing experience, ideally in a customer‑centric fast‑paced environment.

Have a broad understanding of contact centre technologies, customer service, people management.

Knowledge of customer experience management approaches and methodologies.

Have a broad understanding of vehicle tracking and GSM technology.

Computer Literacy (MS Office, MS Outlook).

Strategic Leadership, Creative thinking (initiative), Results driven, Persistence, Customer service orientation, Analysis and insight generation, Resilience and ability to work under pressure, Assertiveness and conflict management resolution, Empathetic and influential, Strong interpersonal skills, Management of financial resources, Judgment and Decision Making, Complex Problem Solving, Strategic thinking, Critical Thinking, Speaking to convey information effectively, People skills, Social Perceptiveness, Active Listening.

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