Key Responsibilities

· Lead the Customer Service & Experience function to achieve targeted revenue, gross profit, and net profitacross all departments.

· Oversee day-to-day operations, including management of stocks and debtors, to ensure compliance with SLAs, service quality, and customer satisfaction.

· Manage enterprise accounts, including presales and aftersales technical support, to strengthen long-term relationships.

· Develop and implement customer experience strategies, process improvements, and operational best practices to enhance efficiency, productivity, and service delivery.

· Conduct management reporting and provide insights for decision-making.

· Collaborate with cross-functional teams to ensure a seamless customer journey across all touchpoints.

· Lead, mentor, and motivate the customer service team to achieve service excellence and performance goals, handling escalations effectively with a customer-first approach.

· Implement and monitor risk management and compliance frameworks for smooth operations.

· Carry out any duties assigned by the management of CBA.

Requirements

· A degree in Business Management, Marketing, or related field (MBA preferred).

· Minimum of 5–10 years of experience in customer service and operations, with at least 3 years in a senior leadership role.

· Strong track record in driving customer experience strategies and achieving business targets.

· Excellent leadership, team management, and interpersonal skills.

· Strong analytical, problem-solving, and decision-making abilities.

· Experience in managing enterprise accounts and technical support functions will be an added advantage.