DataEQ uses social media and other customer feedback data to help our clients (large enterprise brands) generate better CX insights, manage risk, improve conduct reporting and optimise social customer service. Data is at the heart of what we deliver, so our work requires a strong understanding of qualitative and quantitative methodologies, as well as the ability to structure data in innovative ways to address clients business problems.
ABOUT THE JOB
Our Customer Experience Lead will work closely with the Head of Client Service and the Strategic Client Lead to ensure our clients receive the strategic support and service they require. You will lead a team of Client Service experts, whilst managing a diverse portfolio of clients. These span across financial services, retail, telco, and others. Your ultimate goal will be to ensure that our client experience is optimal, while also driving revenue growth in the business.
You will consult with our clients to seek opportunities to help our clients generate better CX insights, manage risk, improve conduct reporting and optimise social customer service.Our Business Development team is made up of smart, ambitious, strategic and problem solving individuals and we are looking for someone who believes in our vision and is excited to join the company at this stage of growth. We have a tight culture that encourages curiosity, innovation, freedom, intellect and performance.
This is an incredibly exciting time to be joining DataEQ as we build out our unique data capabilities in SA and abroad.
WHAT YOULL BE DOING DAY-TO-DAY
- Be a strategic and supportive partner to clients
- Provide strategic input into and oversight of your Account Managers' client portfolios
- Seek opportunities to promote customer loyalty and retention across the business
- Develop a training program for clients that covers onboarding, ongoing training and support, and updates on new products and features
- Create strategies for the retention and growth of your existing client base
- Address customer issues timeously to ensure client retention
- Work closely with the Sales team to ensure smooth handover of new clients to the Client Service team
- Manage your team of Account Managers - includes hiring, onboarding, upskilling, strategising with, and setting KPIs
- Evaluate customer needs and blockages and feed back to the necessary internal stakeholders
- Draft cost estimates and proposals when required
Required
- A tertiary qualification
- 8+ years experience in a senior client service role
- Proficiency in MS Word, PowerPoint, and Excel is essential, and you'd need to be comfortable learning and navigating new web-based software applications
- Analytical problem solving and attention to detail
- Outstanding communication skills in writing and in person
- The ability to work flexibly in a fast-paced, performance-orientated environment
- A curious, always learning personality
- Excited by the scale and potential of the DataEQ vision
- Target-driven, determined and energetic
- A collaborative colleague who builds strong relationships internally as well as externally
- Able to travel locally
- An exceptional relationship builder and excellent at getting things done
- 5+ years people management experience
- Consulting and customer success experience
If you join our team, DataEQ will support you at work and at play. We have a dynamic and inclusive company culture and we hire people who put the smarts and hearts into everything they do. We are a fully remote company where you will have the flexibility to manage your own time because we focus on outcomes over inputs. Whilst our team is located around the world, the bulk of our team are based in Johannesburg and Cape Town, South Africa. Should you be located in one of these cities and you crave interpersonal connection, we do offer various opportunities to interact in-person. Our Jozi and Cape Town colleagues can enjoy our Together Tuesdays where we get together in a coworking space to enjoy the social engagement a few of us need. We also have monthly drinks to encourage less task-oriented discussions and more connection and banter. In addition to our flexible and remote working culture which we LOVE, we have many more reasons why you should join our team:
- Generous annual leave
- Market related remuneration packages (including generous commission structures for our client-facing team members)
- Regular company status meetings to ensure everyone is aligned and working towards the same purpose
- Paid sabbatical after 5 years of service
- Paid optional co-working space (with free lunch)
- Meeting-free days
- A solid work from home setup, which includes a contribution towards your wifi expenses
- Optional Pension Fund, Medical Aid and Group Life
- Annual company retreat
- Personal development budget
- Monthly team socials
Please be advised that as part of our recruitment processes:You acknowledge that collection of Personal Information is both necessary and requisite as a legal obligation that falls within the scope of execution of the legal functions and obligations of DataEQ in relation to assessing you and other applicants for the job position.You unconditionally and irrevocably consent and authorize DataEQ to undertake the collection, processing, and further processing of your Personal Information by DataEQ, for the purposes of DataEQs general recruitment processes, for assessing your possible engagement with DataEQ.Without derogating from the generality of the aforestated, you consent to DataEQ collecting and processing of Personal Information pursuant to the internet, and email policies in place, insofar as your Personal Information is contained, in relevant electronic communications.
You agree to absolve DataEQ from any liability in terms of the Protection of Personal Information Act (POPI), for failing to obtain your consent or to notify you of the reason for the processing of any of your Personal Information. You agree to the disclosure of your Personal Information by DataEQ to any third party, where DataEQ has a legal or contractual duty to disclose such Personal Information. You further agree to the disclosure of your Personal Information for any reason enabling DataEQ to carry out or to comply with any business or legal obligation DataEQ may have or to pursue a legitimate interest of DataEQ, in order for DataEQ to assess you for the job position for which you are applying.
You consent and authorize DataEQ to transfer your Personal Information outside the Republic of South Africa for any legitimate business purpose of DataEQ within the international community and its donors or members. DataEQ undertakes not to transfer or disclose your Personal Information unless it is required for its legitimate business requirements and shall comply strictly with legislative stipulations in this regard.
