Customer Care and Communications Director

Closing Date

Closing Date

26 May 2025

Vacancy: Customer Care and Communications Director

Vacancy: Customer Care and Communication Director

Water Utilities Corporation (WUC) is one of the leaders in the water supply industry in the region and strives to be the best internationally. The Corporation prides itself in employing the best human resource capital available to effectively deliver on its mandate and ultimately attain its aspirations.  WUC would like to invite suitably qualified individuals who wish to join an employer of choice and meet the profile, to apply to be considered for the above-mentioned position based at Head Office.

Long Description

Position Purpose

Position Purpose

As a member of the WUC executive team the Customer Care and Communications Director contributes to the development and attainment of the Corporation’s strategy, by developing and ensuring the execution of a responsive customer strategy that maximises revenue potential from each customer segment informed by a deep understanding of the WUC customer and their needs. 

It sets the strategic direction for the development of clear customer value propositions, product positioning and marketing as well as the service experience. 
This role has oversight of all billing activities across the Corporation, ensuring billing accuracy, effectiveness as well as customer education, as well as the development of effective servicing channels. 

The role sets the strategic direction for Channel Management and leads the establishment of relationships with Third Parties as well as the effective running of the WUC Contact Centre. 

Moreover, CCCD is accountable for all communications involving WUC including developing and implementing internal and external communication strategy, managing Public Affairs, Stakeholder Engagement and Corporate Events. This role is also responsible for building, maintaining and protecting the WUC Brand and reputation.

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Position Key Responsibilities

Position Key Responsibilities

• Customer Strategy and Value Proposition 
• Marketing 
• Corporate Communication
• Corporation Events Management
• Billing Policy and Practices
• Key Account Management 
• Channel Management 
• People Management & Functional Effectiveness
• Financial Management 
• Compliance & Governance 
• Culture

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Position Outcomes & Measures

Position Outcomes & Measures

• Enabling Data Analytics Platforms 
• Enabling Customer Strategy 
• Customer Satisfaction 
• Channel Optimization (Availability, Usage, Cost to Servce)
• Third Party Partnerships (Cost to Serve & uitilisation) 
• Improved Payment for Water Services (Reduced payment cycles)
• Citizen Awareness of WUC products, services & service stations 
• Good and effective public relations
• Effective Corporate communication strategy and policy
• Corporate events management
• Relevant market & business insights
• Positive brand image
• Effective relations with key stakeholders
   

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Qualifications and Experience

Qualifications and Experience

• A Bachelor’s Degree in Commerce, Marketing, Business Administration, or related field is required 
• 8 years experience in managing and directing customer service programs, including 6 years’ senior management level experience 
• Previous responsibility for leading multi-disciplinary Customer Service functions is an added advantage
   

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Technical Competencies

Technical Competencies

Long Description

Leadership Competencies

Leadership Competencies

Remuneration

Remuneration

Salary: An attractive Salary Package commensurate to the market

Leave: 30 working days per annum

5 years Fixed Term Contract

Other Benefits

Group Life Assurance (24-hour coverage)

75% paid by the Corporation towards Medical Aid

Additional Information

Interested Botswana citizens should address their cover letter to:

Human Resource Director

Water Utilities Corporation

Private Bag 00276

Gaborone

AND

Attach a comprehensive Curriculum Vitae (C.V), certified copies of certificates, National Identity Card (Omang) as well as professional references and names and addresses of two referees.

NB: certificates, identity card (omang), and references should be scanned as one document and uploaded together with Curriculum Vitae (C.V).

Only shortlisted candidates will be responded to.

No Physical applications will be accepted.