Job Description

Head of CX

==============

Job Title:

Head of Customer Experience

Location:

Cape Town, Platterkloof, South Africa (Hybrid)

Function:

Commercial

###

Role Purpose

The Head of Customer Experience is responsible for the end-to-end management of customer and partner satisfaction across all major virtual product categories -

airtime & data

,

prepaid electricity

,

vouchers

, and

bill payments

. This role focuses on strategic

relationship management with

downstream

channel partners

(e.g., Tier 1 retailers, banks, and large corporate clients), as well as cross-functional collaboration with Commercialisation, Product, and Operations teams. A key performance outcome is

retaining and expanding channel revenue through excellent customer experience

.

###

Key Responsibilities

Partner Experience - Own strategic relationships with Tier 1 retailers, financial institutions, and large resellers. Ensure consistent, proactive partner engagement and satisfaction. Customer onboarding & Support - Collaborate with Commercialisation to lead experience design for new client onboarding. Define and improve customer journey touchpoints. Customer Satisfaction - Build systems to measure and improve partner satisfaction (e.g., CSAT, NPS). Manage feedback loops and resolution protocols. Escalations & SLA management - Act as point of escalation for key clients. Design and manage SLAs with internal ops & tech to resolve customer-impacting issues. Cross- Functional Enablement - Work with Technology, Product, and Support teams to improve resolution times and partner self-service capabilities. Voice of Customer (VoC) program - Institutionalise customer feedback across the organisation to inform product and process improvements. Customer Experience Strategy - Develop and implement the CX roadmap for upstream partners, aligned with company growth and retention goals.
###

Key Competencies

Leads the development of strategic relationships with key clients and partners to drive long-term value. Designs and leads the implementation of service frameworks that enhance satisfaction and loyalty. Maps upstream customer journeys and helps define service value propositions. Oversees service quality and ensures partner SLAs are met or exceeded. Defines metrics for tracking satisfaction, engagement, and resolution performance Acts as the strategic voice between customers and internal teams.
###

Experience & Qualifications

8+ years in customer experience or client relationship management, preferably in fintech, payments, or telecoms. Proven success managing

large channel partners

or enterprise clients. Experience with

NPS, CSAT, or CX tools

(e.g., Qualtrics, Medallia). Strong understanding of

South African retail and financial services

Relevant degree (Business, CX, or Communications). Postgraduate preferred.
###

Behaviours & Values

Customer-obsessed, empathetic, and solution-oriented. Skilled communicator with executive presence. Able to influence across multiple teams without formal authority. Calm under pressure, with strong escalation handling instincts. * Agile and data-driven; continuously seeks improvement.