HEAD OF CUSTOMER OPERATIONS

Created through a joint venture with the French group Canal+ and the MBC, MC Vision is the undisputed leader in the digital pay TV market in Mauritius. The company broadcasts more than 100 channels amongst others premium contents such as EPL and latest movies on Canal +

Reporting to the Customer Experience Manager, your responsibilities will be as follows:-

CUSTOMER LOYALTY & RETENTION

• Review, Propose, Test and Implement retention campaigns to increase loyalty.
• Monitoring of campaigns & review of customer journey to ensure maximum retention possible.
• Manage and optimize telemarketing campaigns.
• Work with other departments to coordinate and drive engagement across all channels and segments.
• Take ownership of customers concern and follow up.
• Analyse customer complaints, identify root causes and propose corrective actions.

SUBSCRIPTION & CUSTOMER ACCOUNT MANAGEMENT

• Monitor and ensure key customer SLA compliance by internal and external partners throughout the subscription value chain.
• Improve sales order fulfilment process by reviewing existing practices, identify and implementation of automation of routine tasks.
• Ensure a highly efficient order fulfillment and customer service experience for our customer.
• Ensure the timely processing of debtors and creditors by the customer account management team to optimize inflows.
• Identify billing processes anomalies & work in collaboration with other departments to prevent recurrence.
• Analyse customer refund and adjustment requests and identify process and/or system improvement actions.

REPORTING

• Contribute to the preparation of departmental and company report.

HR, ADMIN & OTHER

• Lead, coach and manage the team to deliver set objectives.
• Assist in any administrative work in relation to current position.
• Any other cognate duties.

EXPERIENCE & COMPETENCIES REQUIRED

• Minimum a Bachelor Degree in Management/Sales/Marketing.
• At least 5 years of experience in a similar position.
• Experience in telecommunication sector will be an advantage.
• High level of IT skills (specifically advanced Excel and PowerPoint) is expected.
• The candidate must be highly numerate with the ability to, analyze, interpret and consolidate information.
• Must have a proven track record of producing clear, effective, reporting and communication to all levels of the business.
• Able to manage change and risk.
• Excellent communication skills and the ability to communicate.
• Problem solving ability.
• Strong team player.
• Excellent interpersonal and client-facing skills.
• Good planning and organisational skills.
• Prioritise workload and meet strict deadlines.