- Minimum Qualification :
- Experience Level : Senior level
- Experience Length : 5 years
Job Description/Requirements
ABOUT THE COMPANY
We provide subsidized nutritious meals to primary school children to improve nutrition education outcomes. We are a not for profit organization that works with vulnerable children in the public school system to improve their lives and school performance. Founded in 2012, Food for Education provides subsidized school meals every day to over 15,000 kids with a goal of feeding 1,000,000 kids by 2025.
JOB SUMMARY
Qualifications & SkillsUndergraduate degree in a relevant field.5+ years in managerial/supervisory roles (CX, digital marketing, call centre, or related areas).Experience managing diverse teams across communication and service delivery.Strong analytical skills with CRM and digital engagement platforms.Excellent leadership, interpersonal, and collaboration skills.Deep empathy for underserved communities and inclusive communication practices.Knowledge of call centre systems is an advantage.
RESPONSIBILITIES
Team Leadership & Strategic OversightManage 3 direct reports and a broader team of 13.Lead and coach the CX, QA, and Reconciliation functions.Set performance objectives, KPIs, and review cycles for each team.Foster collaboration across teams to deliver unified, parent-centric communication and service.Customer Engagement & ExperienceGuide onboarding, parent education, and responsive support strategies.Ensure timely, empathetic, and consistent service delivery across all channels.Continuously improve the parent journey through data-driven insights.Call Centre Quality ManagementProvide oversight to the Call Centre Quality Assessor.Ensure thorough quality checks across phone, WhatsApp, SMS, email, and chat.Review and improve key metrics, such as response accuracy, resolution time, and customer satisfaction.Approve escalation protocols and address recurring service gaps.Channel Performance MonitoringMonitor all engagement channels (phone, SMS, WhatsApp, USSD, social media, email).Ensure 100% adherence to SLAs and response time targets.Drive corrective actions when performance drops below standard.Consolidate and present channel performance reports with insights. 5. CRM & Digital Communication StrategyOversee integrated digital campaigns for outreach, awareness, and retention.Ensure effective use of CRM systems for segmented campaigns and lifecycle messaging.Improve CRM data quality and automation to enhance impact.Align messaging across USSD, SMS, email, and social channels.Marketing & Campaign ManagementLead digital and offline campaigns to engage parents and communities.Ensure campaigns are context-sensitive and available in local languages.Incorporate feedback loops to strengthen campaign effectiveness.Reporting & Insight GenerationConsolidate insights from service, QA, and campaign performance.Develop monthly and quarterly reports highlighting successes, challenges, and opportunities.Present updates and recommendations to the Program Manager and other stakeholders. Cross-Functional CollaborationPartner with Program Delivery to ensure alignment between service delivery and engagement.Work with Product & Tech to improve parent-facing tools and resolve issues.Collaborate with Communications and the Tap2Eat communication agency to ensure alignment and consistency in all customer-facing communication.Work with Community teams for unified engagement strategies.Represent Customer Engagement in donor visits, planning, and field meetings.
REQUIRED SKILLS
Customer support, CRM systems, Customer service, Reporting
REQUIRED EDUCATION
Bachelor's degree
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