Executive Director: Customer Care

Shortlisting stage of vacancy - only shortlisted candidates will be contacted

Overview of role

This role is responsible for the development and execution of a responsive customer strategy that maximises revenue potential from each customer segment informed by understanding of customer and their needs. You will lead the development of customer value propositions, product positioning, service experience, billing as well as customer education. Additional responsibilities include: contact centre management; marketing; channel management; people management; financial management as well as compliance and governance.

Job description

Customer Strategy and Value Proposition

  • Identifies and coordinates the implementation of effective data analytics platforms/systems in order to generate deep customer insights and develop an appropriate customer segment model for the Corporation's customers
  • Directs development of WUC's customer strategy and coordinates its deployment in order to maximize revenue potential and drive memorable customer experience
  • Oversees the development of the processes that deliver the Customer Value propositions at each customer touch point within the Corporation


  • Sets the strategic direction for the development of marketing strategies that drive product and service demand
  • Oversees the development and implementation of citizen education and awareness campaigns that drive effective utilization of water, uptake of service channels and payment for water services

Billing Policy and Practices

  • Provides strategic input to the development billing policies and procedures in line with applicable legislation and regulatory requirements
  • Monitors the consistent application of billing processes in order to ensure accurate and timely customer billing for the collection of the Corporation's revenues

Financial Management

  • Leads the development and administration of the Department's budget
  • Approves the forecast of funds needed for the Department
  • Ensures adherence to approved budget
  • Implements measures to analyze and improve the Department's cost management efficiencies

Please download detailed Job Description below

Requirements, Education and Experience

You will have a bachelor’s degree in Business Administration, Public Administration, Finance or related field together with 10 years’ experience of which 5 years must have been gained in a senior management role managing and directing customer service programs.

Closing date for applications is 15 Feb 2019

Detailed information



Gaborone , Gaborone
Match criteria
  • Gaborone
Education level
  • Degree
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