Develop and implement the CX strategy aligned to Tracker’s business objectives, ensuring measurable impact across all customer touchpoints.
Drive customer satisfaction and loyalty through continuous improvement initiatives informed by feedback, analytics, and service performance.
Lead and optimise contact centre operations, ensuring service excellence, responsiveness, and alignment with Tracker’s brand promise.
Embed CX metrics and reporting frameworks to monitor performance, identify gaps, and drive data-informed decision-making.
Oversee customer communication and engagement plans, ensuring consistency, clarity, and alignment with Tracker’s strategic messaging.
Manage escalated customer complaints and resolution processes, including root cause analysis and preventative action planning.
Lead cross-functional collaboration with marketing, sales, technology, and operations to deliver seamless customer experiences.
Champion people development and performance within the CX and contact centre teams, fostering a culture of accountability and excellence.
Engage with internal and external stakeholders, including shareholders and partners, to align CX delivery with strategic expectations.
Manage departmental budgets and financial performance, ensuring cost-efficiency and alignment with Tracker’s commercial goals.

Essential: Bachelor’s Degree - Business Administration, Customer Experience Management, or Communication.
Preferable: Postgraduate Qualification - MBA (Master of Business Administration) or equivalent, with a focus on Strategy, Leadership, or Customer Management or Postgraduate Diploma in Customer Experience, Service Design, or Organizational Leadership or Certified Customer Experience Professional (CCXP)
Essential: 10 years management experience in Contact Centres.
Essential: 5 years’ experience within customer services.
Desirable: 5 years senior management experience.
Experience in people management, leading and directing multiple team members in a busy task-oriented environment
Relevant marketing experience, ideally in a customer-centric fast paced environment
Strategic Leadership
Creative thinking (initiative)
Results driven
Persistence
Negotiation Skills
Conflict Management
Customer service orientation