Job Purpose
The
Customer Experience Lead is the operational leader of the Vivo
team responsible for the day-to-day experience Vivo customers receive across
all touchpoints: retail stores, call centre, email, WhatsApp and social. This
role translates strategy set by the Head of Retail & CX into consistent,
high-quality service delivery. It owns the complaint-to-store feedback loop,
coaches and quality-assures the two CX Executives, and ensures Vivo’s in-store
and digital experience meets the brand standard.
This
is a hands-on leadership role. The CX Lead is the first point of escalation for
the Vivo team, the primary link between frontline agents and the Head of Retail
& CX, and a key contributor to building the operational systems and
processes that Vivo CX currently lacks.
Key Responsibilities
Team
leadership & operations
- Lead the day-to-day operations of the Vivo CX team task assignment,
scheduling, queue management and workload distribution
- Act as first point of escalation for Vivo team agents; resolve Tier
1 issues and escalate Tier 2 issues to the Head of Retail & CX
In-store
& retail CX
- Own the complaint-to-store feedback loop track and categorise Vivo
complaints by store and feed recurring patterns into retail performance
reviews
- Conduct periodic in-store experience audits across Vivo retail
locations; document findings and recommend improvements
Service
standards & quality
- Implement and enforce Vivo’s service standards and SLAs across all
customer channels
- Conduct weekly QA scoring of agent interactions (calls, chats,
emails) using the agreed scorecard
Metrics
& reporting
- Produce and submit the weekly Vivo CX metrics report (NPS, CSAT,
FCR, AHT, complaint volumes) to the Head of Retail & CX
- Monitor dashboard data in Odoo CRM; flag red flags and escalate
anomalies proactively
CRM
& loyalty
- Ensure Vivo CX Executives are capturing accurate customer data in
Odoo CRM at every interaction
- Support the Head of Retail & CX in building the loyalty
programme operational layer for Vivo customers
- Contribute to customer knowledge capture to protect institutional
memory and mitigate off-boarding risk
Key
Skills
- Leadership : Demonstrated experience leading or supervising a small
team, including coaching and QA
- Commercial : Able to connect CX performance data to customer
retention and business outcomes
- Systems: Comfortable working with CRM systems and digital customer
communication tools
- Communication: Strong written and verbal communication; able to
draft customer-facing copy independently
- Mindset: High ownership, proactive, structured brings
solutions not just problems
Qualifications
- 3+ years in a customer experience, service delivery or customer
operations role
- Degree or equivalent professional qualification
How to Apply
