Introduction<\/p>\n
\tTracker requires the services of a talented and experienced Executive: Customer Experience Centre for shaping and leading Tracker\u2019s customer experience strategy across all service delivery channels. This role is central to ensuring that every customer interaction reflects Tracker\u2019s brand promise, drives satisfaction, and strengthens loyalty. The successful incumbent will oversee the design and execution of end-to-end customer journeys, embedding customer-centric thinking into operational processes, technology platforms, and communication strategies. The role is accountable for driving measurable improvements in customer engagement, conversion, and retention ensuring that Tracker remains differentiated in a competitive market.<\/p>\n
Job description
\nStrategy Formulation and Implementation<\/p>\n
\tDevelop and implement the CX strategy aligned to Tracker\u2019s business objectives, ensuring measurable impact across all customer touchpoints.
\n\tDrive customer satisfaction and loyalty through continuous improvement initiatives informed by feedback, analytics, and service performance.
\n\tLead and optimise contact centre operations, ensuring service excellence, responsiveness, and alignment with Tracker\u2019s brand promise.
\n\tEmbed CX metrics and reporting frameworks to monitor performance, identify gaps, and drive data-informed decision-making.
\n\tOversee customer communication and engagement plans, ensuring consistency, clarity, and alignment with Tracker\u2019s strategic messaging.
\n\tManage escalated customer complaints and resolution processes, including root cause analysis and preventative action planning.
\n\tLead cross-functional collaboration with marketing, sales, technology, and operations to deliver seamless customer experiences.
\n\tChampion people development and performance within the CX and contact centre teams, fostering a culture of accountability and excellence.
\n\tEngage with internal and external stakeholders, including shareholders and partners, to align CX delivery with strategic expectations.
\n\tManage departmental budgets and financial performance, ensuring cost-efficiency and alignment with Tracker\u2019s commercial goals.<\/p>\n
Customer Experience and Service Delivery across all customer touchpoints<\/p>\n
\tAssume responsibility for implementing relevant initiatives based on the insights generated from contact centre analytics to improve service delivery.
\n\tDevelop and implement a unified CX strategy across all customer touchpoints, ensuring consistency in service delivery and brand experience.
\n\tEstablish CX performance metrics and feedback loops to monitor satisfaction, retention, and advocacy across channels.
\n\tDrive cross-functional alignment between CX, marketing, sales, and operations to ensure seamless customer journeys.
\n\tEmbed customer-centric culture within frontline teams through training, coaching, and performance management.
\n\tLead innovation in customer engagement, leveraging digital tools and data insights to personalize experiences.
\n\tEnsure governance and compliance in service delivery, maintaining Tracker\u2019s standards and regulatory requirements.
\n\tOversee service recovery protocols to address customer complaints and escalations effectively and promptly.
\n\tCollaborate with BI and analytics teams to track and report on CX trends, pain points, and opportunities for improvement.
\n\tChampion voice-of-customer initiatives, including surveys, focus groups, and sentiment analysis, to inform strategy.
\n\tContinuously improve operational processes to enhance speed, quality, and consistency of service across all touchpoints.<\/p>\n
Contact Centre and Call Centre Management<\/p>\n
\tAssume responsibility for the setting of relevant and meaningful objectives for the Contact Centre and ensure alignment with Tracker\u2019s overall strategic goals.
\n\tDevelop and implement business and strategies, plans and concepts for the consumer and business channels.
\n\tPerformance ensuring that daily targets and key metrics are met or exceeded against the briefs.\u00a0
\n\tEnsure that all the campaigns are correctly captured, reported on all internal systems, and measured accordingly.
\n\tResponsible for the maintenance of existing databases and sourcing of first-time customer databases.
\n\tEffective and accurate database management aligned to the Business Intelligence and Direct Marketing key objectives.
\n\tInitiate and development of outbound touch strategy; integrate acquisitions & outbound sales activities with marketing and customer centricity activities and key objectives. \u00a0
\n\tDevelop and implement an appropriate performance measurement model in line with the overall sales strategy.
\n\tAssume responsibility for all performance reporting.\u00a0
\n\tCoordinate the development of required systems\/platforms to manage the end to end processes and report at all levels.
\n\tAssume responsibility for the development, implementation and management of relevant policies, procedures and sales processes.
\n\tImplement benchmarks and standards in terms of process flows, quality process, recruitment and training.
\n\tResponsible for monitoring and management of competitor information and market intelligence.
\n\tEffectively build, maintain and manage relationships with internal and external stakeholders to drive mutually beneficial relationships.\u00a0
\n\tOverview and ownership of messaging, where relevant to customer touchpoints\u00a0
\n\tEffective communication of brand values, institutional strengths through all customer touchpoints\u00a0
\n\tOversee all customer facing communication plans and messages that have clear content and (where applicable) call to action and actively encourage various target audiences\u00a0<\/p>\n
People Management<\/p>\n
\tLead the implementation of strategic targets and ensure cascading of performance objectives to drive operational excellence across Service and Sales Contact Centres.
\n\tProvide leadership and development for all staff within the Service and Sales Contact Centre division, fostering a high-performance culture.
\n\tCreate and maintain a professional, customer-centric environment that reflects Tracker\u2019s values and brand promise.
\n\tResolve people-related challenges by applying sound judgment, leveraging expertise, and allocating appropriate resources.
\n\tModel Tracker\u2019s values and brand ethos, setting a consistent example for senior leaders and frontline teams.
\n\tPromote cross-functional collaboration, sharing best practices and strategic initiatives to support success across all customer engagement functions.
\n\tDrive continuous productivity improvements within the Service and Sales Contact Centre through process optimization and performance monitoring.
\n\tCultivate a culture of engagement, development, and retention, ensuring staff are supported and empowered to grow.
\n\tOversee staffing strategy and personnel processes, including recruitment, coaching, mentoring, performance management, and employee engagement.
\n\tEnsure alignment of customer engagement efforts with Tracker\u2019s broader strategic goals, reporting progress and recommending enhancements to the Executive team.<\/p>\n
Stakeholder Engagement<\/p>\n
\tEstablish and maintain strong relationships with internal and external stakeholders to align customer engagement strategies with broader business objectives.
\n\tRepresent the voice of the customer in executive forums, ensuring stakeholder decisions are informed by customer insights and experience data.
\n\tCollaborate with cross-functional leaders (e.g., Marketing, Sales, Operations, IT) to drive integrated customer engagement initiatives.
\n\tEngage with key partners and vendors to ensure service delivery standards and customer experience expectations are consistently met.
\n\tFacilitate regular stakeholder forums to share progress, gather feedback, and align on priorities related to customer engagement.
\n\tAct as a strategic advisor to the Executive team on customer-related trends, risks, and opportunities.
\n\tDrive alignment between frontline operations and strategic leadership, ensuring stakeholder expectations are translated into actionable service delivery plans.
\n\tManage stakeholder expectations through transparent communication, performance reporting, and proactive issue resolution.
\n\tChampion a culture of collaboration and accountability, ensuring all stakeholders contribute to and support customer engagement goals.
\n\tLeverage stakeholder feedback to continuously refine engagement strategies and improve customer outcomes.<\/p>\n
Financial Management<\/p>\n
\tLead the development and management of the departmental budget, ensuring alignment with strategic objectives and optimal resource allocation.
\n\tLead the development and management of the departmental budget, ensuring alignment with strategic objectives and optimal resource allocation.
\n\tOversee monthly financial performance, ensuring expenditure remains within approved limits and proactively addressing variances.
\n\tDrive operational efficiency by identifying and implementing best practices across all financial and service delivery processes.
\n\tEnsure robust governance and transparency in the management of overtime, allowances, and ad hoc expenditures.
\n\tMonitor and report on commission structures, ensuring alignment with performance outcomes and business goals.
\n\tManage incentive programmes and pay-outs, ensuring they drive desired behaviours and support Tracker\u2019s strategic priorities.
\n\tEstablish financial controls and reporting frameworks to support data-driven decision-making and executive visibility.
\n\tCollaborate with Finance and HR teams to ensure seamless execution of personnel-related financial processes, including recruitment and retention cost management.
\n\tContinuously assess cost-to-serve metrics to improve profitability and customer value delivery across service channels.
\n\tProvide strategic financial insights to the Executive team, enabling informed decisions on investment, growth, and operational optimisation.<\/p>\n
Minimum requirements<\/p>\n
\tEssential: Bachelor\u2019s Degree – Business Administration, Customer Experience Management, or Communication.
\n\tPreferable: 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)
\n\tEssential: 10 years management experience in Contact Centres.
\n\tEssential: 5 years\u2019 experience within customer services.
\n\tDesirable: 5 years senior management experience.\u00a0
\n\tExperience in people management, leading and directing multiple team members in a busy task-oriented environment
\n\tRelevant marketing experience, ideally in a customer-centric fast paced environment
\n\tStrategic Leadership
\n\tCreative thinking (initiative)
\n\tResults driven
\n\tPersistence
\n\tNegotiation Skills
\n\tConflict Management
\n\tCustomer service orientation
\n\tAnalysis and insight generation
\n\tResilience and ability to work under pressure
\n\tAssertiveness and conflict management resolution
\n\tEmpathetic and influential\u00a0
\n\tStrong interpersonal skills
\n\tManagement of financial resources
\n\tJudgment and Decision Making
\n\tComplex Problem Solving\u00a0
\n\tStrategic thinking
\n\tCritical Thinking\u00a0
\n\tSpeaking to convey information effectively
\n\tCoordination ability\u00a0
\n\tManagement of Personnel Resources\u00a0
\n\tSocial Perceptiveness\u00a0
\n\tActive Listening
\n\tMonitoring and evaluation in driving for success<\/p>\n
Deadline:11th May,2026<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/careers.tracker.co.za ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Tracker Connect (Pty) Ltd","_company_website":"http:\/\/careers.tracker.co.za","_company_tagline":"Tracker South Africa was established in 1996 and currently connects over 1 million vehicles, making it the region\u2019s dominant brand. To most people, Tracker is seen as a Stolen Vehicle Recovery (SVR) company, and while SVR is still at the core of our business, we have evolved significantly over the... read more last 20 years. Through a culture of continuous innovation, driven by an experienced and dynamic team, Tracker has built a reputation far beyond its SVR roots which positions us as the leading provider of telematics solutions to an automotive ecosystem which includes Original Equipment Manufacturers (OEM\u2019s), Dealers, Insurers, Fleet Operators and Consumers. Providing value added information to our clients has grown exponentially as we have evolved our data systems and interpretation. Today, Tracker is data - how we collect it, process it and turn it into knowledge that allows us to provide proactive value to our partners and customers. The amount of data we gather is staggering, with over 35 million telematics messages generated daily. However, raw data is worthless and Tracker\u2019s ability to interrogate and extrapolate meaning is what sets us apart, making us one of the most obvious and sought after partners for businesses grappling with the challenges of a connecting world. At Tracker we have a positive, friendly work environment. We live service excellence and we all support one another. We all take pride in and care for our customers and work environment as well as our communities. Our core values are: \u00e2\u20ac\u00a2 We each take responsibility \u00e2\u20ac\u00a2 We live service excellence \u00e2\u20ac\u00a2 We all pull together \u00e2\u20ac\u00a2 We each show respect \u00e2\u20ac\u00a2 We are committed to transformation \u00e2\u20ac\u00a2 We all make a plan Darrenwood, Gauteng","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-35210","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/35210","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=35210"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=35210"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=35210"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}