Head of Customer Success at Watu Credit Limited

Job Description

Watu Credit Limited is a dynamic and fast-growing non-bank finance company. Watu Credit Limited harnesses technology to offer unsecured lending, primarily via mobile services. We aim to become the leading African provider of a broad set of inclusive financial products, delivered through technology in a fast, efficient and professional manner.

Job purpose:

Steer customer satisfaction, retention, and growth. The role holder will develop and implement strategies and processes enabling positive and seamless interactions for all customers across all touchpoints.

Key Responsibilities:

Lead and manage the customer success team, setting clear goals and expectations and providing coaching and development opportunities to team members. Develop and implement customer experience strategies and processes to improve customer satisfaction, retention, and growth. Establish, measure, and track key customer metrics and reporting processes to evaluate the impact of customer success initiatives on business performance. Design and implement customer feedback programs and leverage customer insights to inform business decisions and areas of improvement. Develop and implement customer onboarding and adoption programs to drive product usage and customer satisfaction. Work closely with cross functional teams to ensure that customer feedback is incorporated into product and service offerings. Stay up to date with industry trends and best practices in customer success and implement new ideas and approaches to improve customer satisfaction and retention.

Requirements

Key Competencies:

Leadership Strategic thinking Customer focus/Customer centric mindset Strong communication and interpersonal skills Analytical and problem-solving

Minimum Qualifications:

Bachelor’s degree in business administration or a related field At least 8 years of experience in customer success, account management with 5 years of experience managing and leading teams, preferably in a customer-facing role. Demonstrable success in developing and implementing customer success strategies and processes. Knowledge of customer success tools and technologies, such as CRM systems, customer feedback platforms, and customer success analytics tools. Knowledge of customer success best practices and trends