Customer Engagement Manager

Job Location: Addis Ababa, Ethiopia.About the Role

The Customer Engagement Manager at Sun King will oversee the call center and field teams in Ethiopia, with a focus on maintaining strong performance across the customer engagement and service functions. The role will work closely with customer engagement and service team managers to strengthen performance, develop team capability, and maintain high standards across the operation.

• Establish operating models, targets, and performance metrics for the Customer Engagement and Service Teams.
• Conduct regular briefings with the customer engagement and service teams to communicate priorities, targets, and performance expectations.
• Ensure daily, weekly, and monthly reporting on all outbound calls and performance against KPIs.
• Closely monitor and track performance and SLAs for the Credit & Finance and Welcome Teams, ensuring they meet required standards as critical business functions.
• Consolidate and validate training and development requirements across the customer engagement and service teams.
• Provide ongoing coaching and mentorship to team members.
• Hold one-on-one discussions with team members to address performance matters and identify appropriate actions.
• Manage staff disciplinary matters where coaching and training have not achieved the required improvement in performance.
• Document all absences and keep records updated across relevant systems and trackers.
• Develop a tracking system to identify noticeable attendance trends.
• Maintain accountability across team members and team managers, involving HR in disciplinary matters where required.
• Maintain effective control of shrinkage, ensuring that planned and unplanned shrinkage does not exceed a combined 35% of total headcount for each team or function.
• Maintain smooth workflow across remote teams, including timely follow-up and resolution of issues affecting remote work and hybrid arrangements.
• Promote a customer-centric culture across the organization.
• Monitor, track, and report on the availability and effectiveness of work resources, systems, and tools across remote functions.
• Manage and evaluate performance appraisals for the Ethiopia Customer Engagement and Service functions.
• Implement quarterly performance appraisals.
• Maintain hourly, daily, weekly, and monthly performance tracking, with consistent follow-up on action items.
• Motivate team members and managers while building a high-performing operational team and a culture of accountability, results, and flexibility that enables the organization to meet or exceed customer expectations.
• Enable managers to effectively manage their teams, with strong coordination across the wider function and a focus on building capability.
• Work closely with other functions, including Operations, Finance, HR, and Sales, within the Ethiopia market to establish effective ways of working across teams.
• Evaluate and optimize workforce capacity to ensure the operation has the required skills, structure, capacity, and quality to deliver high-quality service across all customer engagement and service functions and products.
• Define and manage call center functions in line with industry standards and expectations.
• Guide and develop customer engagement and service team managers through structured training and mentorship programmes.
• Monitor peak-period performance and Ethiopia call center metrics against relevant market standards.
• Manage stakeholder engagement and field-related requirements across the functions.

• 3+ years of experience managing call center operations within a large-scale team at manager level.
• A team-oriented approach, patience, and a strong focus on people, with the ability to work effectively with a highly skilled and experienced team.
• Strong data interpretation and research abilities, with the ability to translate customer feedback into data and customer ideas into product recommendations.
• Demonstrated ability to motivate and communicate effectively with colleagues and stakeholders at all levels.
• Strong relationship-building skills and the ability to use these relationships to improve customer Excellent communication and negotiation skills.
• Strong organizational skills, with a consistent approach to follow-up and task completion.
• Ability to work effectively with and mentor culturally diverse, skilled teams.
• Good knowledge of staff engagement and team motivation practices that can contribute to strong team morale.
• A bachelor's degree or equivalent qualification.

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who
• are driven by the challenge of innovation towards profound impact on people
• and the planet.
• A truly multicultural experience: you will have the chance to work with and learn
• from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become
• a better leader, manager, and professional through the Sun Center for
• Leadership.

**We place great importance on sustaining a diverse, inclusive work environment.

We believe that innovation and understanding comes from diversity on every
spectrum. We work to make sure every Sun King team member knows that they belong,
knowing that sustaining an inclusive workplace requires conscious effort and is a
continuous journey, not an end-state.
Sun King recruits, employs, trains, compensates and promotes people based on their
experience, skills, effort, and results. We explicitly prohibit discrimination on the basis
of race, religion, caste, national origin, color, gender, marital status, family structure,
sexual orientation, HIV/AIDS status, or disability.