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

• 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
• 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
• 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
• 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
• 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

• Demonstrated experience leading or supervising a small team, including coaching and QA
• Able to connect CX performance data to customer retention and business outcomes
• Comfortable working with CRM systems and digital customer communication tools
• Strong written and verbal communication; able to draft customer-facing copy independently
• High ownership, proactive, structured brings solutions not just problems

• 3+ years in a customer experience, service delivery or customer operations role
• Degree or equivalent professional qualification