Key Responsibilities

Team Leadership & Strategic Oversight

• Manage 3 direct reports and a broader team of 13.
• Lead and coach the CX, QA, and Reconciliation functions.
• Set performance objectives, KPIs, and review cycles for each team.
• Foster collaboration across teams to deliver unified, parent-centric communication and service.

Customer Engagement & Experience

• Guide onboarding, parent education, and responsive support strategies.
• Ensure timely, empathetic, and consistent service delivery across all channels.
• Continuously improve the parent journey through data-driven insights.

Call Centre Quality Management

• Provide oversight to the Call Centre Quality Assessor.
• Ensure thorough quality checks across phone, WhatsApp, SMS, email, and chat.
• Review and improve key metrics, such as response accuracy, resolution time, and customer satisfaction.
• Approve escalation protocols and address recurring service gaps.

Channel Performance Monitoring

• Monitor all engagement channels (phone, SMS, WhatsApp, USSD, social media, email).
• Ensure 100% adherence to SLAs and response time targets.
• Drive corrective actions when performance drops below standard.
• Consolidate and present channel performance reports with insights.

 

5. CRM & Digital Communication Strategy

• Oversee integrated digital campaigns for outreach, awareness, and retention.
• Ensure effective use of CRM systems for segmented campaigns and lifecycle messaging.
• Improve CRM data quality and automation to enhance impact.
• Align messaging across USSD, SMS, email, and social channels.

Marketing & Campaign Management

• Lead digital and offline campaigns to engage parents and communities.
• Ensure campaigns are context-sensitive and available in local languages.
• Incorporate feedback loops to strengthen campaign effectiveness.

Reporting & Insight Generation

• Consolidate insights from service, QA, and campaign performance.
• Develop monthly and quarterly reports highlighting successes, challenges, and opportunities.
• Present updates and recommendations to the Program Manager and other stakeholders.

 Cross-Functional Collaboration

• Partner with Program Delivery to ensure alignment between service delivery and engagement.
• Work with Product & Tech to improve parent-facing tools and resolve issues.
• Collaborate with Communications and the Tap2Eat communication agency to ensure alignment and consistency in all customer-facing communication.
• Work with Community teams for unified engagement strategies.
• Represent Customer Engagement in donor visits, planning, and field meetings.

Qualifications & Skills

• Undergraduate degree in a relevant field.
• 5+ years in managerial/supervisory roles (CX, digital marketing, call centre, or related areas).
• Experience managing diverse teams across communication and service delivery.
• Strong analytical skills with CRM and digital engagement platforms.
• Excellent leadership, interpersonal, and collaboration skills.
• Deep empathy for underserved communities and inclusive communication practices.
• Knowledge of call centre systems is an advantage.