Emmanuel C Chisanga
Customer Experience Manager
Lusaka
Summary
A highly skilled, competent and experienced professional with over 15 years of Strategic professional experience in Customer Experience, Operations and Marketing Management.
Overview
13
13
years of professional experience
Work History
Customer Experience Manager
MultiChoice Zambia
Lusaka
03.2021 - Current
- Established “customer first” driven culture across different touch points of customer journey that is metrics driven, outcome-focused, process-based, service-oriented and focused on customer service excellence and continuous improvement.
- Managed CX and Care budget for Business Unit, ensuring that unit/ department is within mandate.
- Worked collaboratively with leadership team and stakeholders to inform, design and implement customer journeys and communications across all contact channels which will transform Customer Experience.
- Drove and entrenched customer centric culture across organization ensuring that all employees understand what their contribution is to Customer’s experience
- Developed and validated both current-state and future-state experience maps with cross-functional teams and/or customers
- Collaborated with business leaders and identify necessary initiatives and capabilities to bridge gaps
- Collaborated with relevant stakeholders (Legal) to ensure that Regulatory issues were escalated and resolved within appropriate timeframes and followed up to achieve resolution .
- Monitored and reported on voice of customer on country level and customer sentiment in real-time from across physical and digital channels
- Published and communicated customer insight in way that is easy for employees to understand and use.
- Handled Regulatory complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
National Branch Manager
MultiChoice Zambia
Lusaka
07.2018 - 03.2021
- Managed 4 Branches with 4 Branch Managers and 50 staff and Over 58 agencies across country.
- Developed and maintained key account relationships with channel partners, ensuring that channel partners are aligned to customer experience expectations and to sales partner strategy framework.
- Developed and defined policies for the channel partner operating model including the defined partner offerings, the value propositions, the tiered requirements, benefits and frameworks for governing partner rebates & promotions
- Developed strategic/tactical roadmap of initiatives to achieve customer experience in Branches and Agencies.
- Ensured achievement of strategic and end-to-end operational objectives of Branches and Agencies.
- Maintained stock levels and made key decisions about stock control by liaising with distribution function to ensure maintenance of optimal stock levels in Branches.
- Oversaw administrative duties in 4Branches and escalated issues to relevant departments where necessary.
- Defined requirements for external partners (agencies) in line with overall customer care strategy goals and ensure appropriate partners are aligned
- Determined and analyzed development needs for team and ensured that identified training requirements were budgeted for and executed
- Ensured sound financial management of branches
Customer Experience Manager
MultiChoice Zambia
Lusaka
01.2017 - 12.2019
- Drove and entrenched customer centric culture across organization ensuring that all employees understood what their contribution to Customer’s experience
- Developed customer experience and customer care strategy, ensuring that this strategy was aligned to brand experience and enabled customer base and subscriber growth, guided by leading practice.
- Developed service procedures, policies and standards.
- Constantly built knowledge of thought leading customer experiences to ensure that the organization become the reputed leader in creating the best & most consistent customer experiences
- Collaborated with relevant stakeholders to ensure that Regulatory issues were escalated and resolved within appropriate timeframes and followed up to achieve resolution
Customer Retention Manager
MultiChoice Zambia
Lusaka
01.2014 - 12.2017
- Planned and implemented studies to assess market conditions and evaluated results to enhance retention campaigns.
- Understood subscriber behavior and monitored customer base trends to continuously design/readapt initiatives to address risks and informed business.
- Developed high performing team by embedding formal performance development and informal coaching. Encouraged frequent knowledge sharing between team members
- Kept close relationship and understanding of marketing plans and content to be promoted.
- Delivered Customer Value Management strategy that will drove and enabled Customer value, targets and objectives.
Churn and Retention Officer
MultiChoice Zambia Limited
Lusaka
01.2006 - 01.2007
- Implemented of new channels and tools for campaign delivery
- Worked closely with front-office teams promoting campaigns (remotely or face-to-face).
- Supported build of FAQs and BRS for retention related activities.
- Mapped campaign processes and ensure good Customer Experience.
- Guaranteed flawless execution of all Retention activities below and above line as well as swift resolution of any complaints
Service Representative
Copier Communications
Lusaka
01.2006 - 01.2007
- Prospected for sales leads
- Compiled daily, monthly and annual reports on sales activities and performance.
- Receive and receipted Customer payments.
Education
Bachelor of Arts - Degree Marketing
Greenwich University
Lusaka 04.2015
Diploma - Marketing Management
Mulungushi University
Kabwe, 022002
GCE Certificate -
Chassa Secondary School
Eastern Province 1999
Skills
- Empathy and Listening
- Communication and storytelling
- Adaptability
- Project management and process simplification
Accomplishments
- Leading others Free to Grow
- Leadership Skills training
- The ABCs of Supervising others
- Planning & Scheduling
- Leadership & Improving Productivity in a workplace
Affiliations
- Full Member of the Zambia Institute of Marketing ( ZIM)
- Full and Executive Member of the Chartered Institute of Customer Management (CICM)
Training & Workshops
- Leading others Change Management -Free to Grow Southafrica
- Management 101 and Junior Management Leadership - Human Resource South Africa.
- Customer Experience Technology Master Class
- Foundation Management Programe -Disciplinary Action & Absenteeism
- Leadership Skills training -Free to Grow Southafrica
- The ABCs of Supervising others
- Planning & Scheduling
- Leadership & Improving Productivity in a workplace
- Disciplinary process workshop
- Customer Service Training with competence certificate in facilitation
Achievements
Throughout my career tenure, i have delivered and gone beyond my employers’ expectations, these are some of the milestones i have achieved:
- Successfully rolled out the customer first initiative in 5 southern Africa countries. Won Best Project lead award - Family Holiday in SunCity.
- Achieved FY22 country CSAT targets
- Motivated & Implemented for growth of retention team from 4 staff members to 30 staff members.
- Successful rollout of Retention & Marketing campaigns. Win a Trip to the UK, Back to School Campaign & GOtv Shoprite voucher campaign
- Developed and Implemented a Customer complaints procedure for MultiChoice Zambia..
- Project Manager for the roll out of country wide Customer initiative Play 2 win achieved 99% participation from staff
- Initiator and developer of Social Media page for MultiChoice Zambia, implemented initiatives to grow the page.
- Four (4) times winner of the Best Customer Representative of the year 1-week Holiday in Cape Town
References
Mr. Chikombo Handahu
Head of Marketing
MultiChoice Zambia Ltd
Mobile: +260 967 980 390
Mrs. Priscilla Chibu Mandona
HR Practitioner
MultiChoice Zambia Ltd
Mobile: +260 978 367 075
Mrs. Averess Ndhlovu
Head of Sales
MultiChoice Zambia
Mobile: +260 977 780 739
Timeline
Customer Experience Manager
MultiChoice Zambia
03.2021 - Current
National Branch Manager
MultiChoice Zambia
07.2018 - 03.2021
Customer Experience Manager
MultiChoice Zambia
01.2017 - 12.2019
Customer Retention Manager
MultiChoice Zambia
01.2014 - 12.2017
Churn and Retention Officer
MultiChoice Zambia Limited
01.2006 - 01.2007
Service Representative
Copier Communications
01.2006 - 01.2007
Bachelor of Arts - Degree Marketing
Greenwich University
Diploma - Marketing Management
Mulungushi University
GCE Certificate -
Chassa Secondary School
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