Customer Experience Manager - Sub-Saharan Africa - Jet Park
- Gauteng
- R12,000-18,000 per month
- Permanent
- Full-time
A minimum of 8-10 years with proven customer service management within a multi-national company.
- A minimum of 5-7 years in a generalist management role with proven leadership experience within a multi-national company.
- Extensive knowledge of ERP systems including DOH, COH, and Syspro.
A formal tertiary qualification in Business Management is essential.
- Knowledge of customer service principles and practices.
- Ability to develop processes and systems to improve operational efficiencies.
- A systematic, logical, analytical approach to problem solving and decision making.
- Ability to present findings and recommendations to leadership team, management team, regional management team and structures within an international group matrix.
- General business unit management / staff management experience, with the ability to be flexible to manage direct reports and their subordinates when required.
- Strong customer orientation (both internally and externally) to drive business, string negotiation skills, strong performance management and strategic planning.
- Confidentiality, tact, and discretion in dealing with people.
- Excellent planning, organisational and administrative skills.
- Excellent communication and presentation skills – English.
- Leadership skills and must have the ability to motivate and team building ability.
- Sound interpersonal skills and must have the ability to interact with staff at all levels with influence, persuasion, and ability to command respect.
Desirable
- Experience of working in a multi-national environment.
- Product and industry knowledge advantageous.
- Ability to analyse and interpret relatively complex data in a logical manner.
- Ability to manage managers and the operations team
Mental demands:
- High levels of concentration required where the workload will vary every day. The ability to go from one topic to another and be conversant is essential.
- Required to be self-motivated and be able to make decisions within delegated responsibility.
- Routinely concentrate for long periods of time in order to correctly analyse data/information.
- Will be expected to react to unpredictable operational requirements of an ad-hoc nature.
- Ability to multi-task and have the ability to manage stress and pressure.
- Must be able to adapt, show initiative, be a team player and have the ability to work under little or no supervision.
Physical demands:
- Domestic and from time to time cross-border travel will be required to engage with customers.
- Occasional international travel to attend meetings and/or training.
- Will spend time at a desk working on a computer and attending meetings.
- Will be required to work extended hours including over weekends.
Health and safety/ exposure to risk:
- Occasionally exposed to some risk whilst travelling.
Salary range R1,3 to R1.7 depending on qualifications, skills and experience required for the position
Primary functional objectives of the role:
- To achieve continuous, accurate and timely product supply to customers and to ensure the Sub-Sahara Africa is well positioned to enable & achieve significant sales growth.
- Accountable for developing & supporting execution of operational strategy whilst ensuring governance and looking at initiatives to significantly improve the value chain with Sub-Sahara Africa.
- To introduce tools, dashboards, and processes to ensure predictable and sustainable results across the region to maintain outstanding performance in terms of deliverables.
- Define an organised and controlled environment that will support the Sub-Sahara Africa go to market strategy with all related operational activities in Sub-Sahara Africa. Lead the strategy with the relevant stakeholders, develop the strategy and implement the strategy.
- Set targets to measure and manage customer service.
- Identify causes of problems, bottlenecks and non-value added activities and initiate corrective and preventative actions.
- Responsible for the overall complying and adjusting of working capacity to meet customer expectations, business requirements and targets.
- Prepare, present and submit management reporting to managing director and other key stakeholders globally.
- Ensure that the department adheres to audit requirements, compliance, quality and EHS regulatory requirements.
Customer Service responsibilities:
- Be in-charge of delivering a seamless customer experience across all stages, touchpoints in the customer journey whilst supporting and driving global initiatives to improve customer experience.
- Leverage on the existing and relevant technologies for tracking key metrics across the complete management of the customer experience within Sub-Sahara Africa.
- Establish performance metrics, quality of order book management, analysis of credit notes, building trends and implementing corrective action, service levels, correcting any deviations, on-going digital improvements and objectively measure service levels and team’s performance.
- Work closely with OEM and distribution network to ensure customer satisfaction.
- Collaboration with commercial team to implement the appropriate operational strategies to support the business whilst consistently improving the customer experience and focusing on high-quality customer interactions.
- Implement measures to capture and track customer satisfaction and establish a customer-centric culture within Sub-Sahara Africa.
- Continuously support, advise, and guide the team as needed to achieve required departmental and operational objectives.
- Continuously support and manage the cross-departmental interaction, communication and relationships to achieve of the set objectives for the business.
Other Key Duties:
System owner of Common Systems and managing Common System access reviews for Sub-Sahara Africa.
- Interact with both internal and external auditors.
- Part of the Group Customer Service Council Community.
- Responsible for the overall managing, leading and coaching of employees and talents within the department to increase engagement and execute appropriate talent development plans.
Responsible for
- Significant responsibility for the maintenance of stakeholder relationships.
- Foster a good working climate and strong teamwork.
- Manage direct report(s) regarding development, process adherence, incentives, performance management and coaching.
- Drive a high-performance culture, continuously provide feedback, challenge direct reports, and encourage behaviours.
- Develop team targets and strategy.
- Motivate and empower people to drive change and accelerate growth.
Decision making:
- Always required to communicate and escalate where appropriate business critical information gleaned from customers, distribution network and to the sales team.
- Analysis of data in order to make day-to-day job-related decision and to prioritize and work in line with operational requirements.
- Required to direct the decision-making process of cross-functional colleagues to support customer requirements and required service levels.
- Required to make quick decisions and anticipate needs and have the ability to react to operational situations in a timely and appropriate manner.
- Required at all times to adhere to the limits of authority.
Communication:
- Excellent communication skills are required as the position will be expected to negotiate and influence at all levels.
- Objective, assertive, and on-going communication is required both externally and to the internal organisation.
- Required to attend meetings and present analytical information and make recommendations to management in order to influence future processes and procedures that will improve performance and or profitability.
- Communication extends further than the day-to-day routine exchanges of data and statistical information. Must understand and then deliver the key message effectively and competently to influence others.
- Ability to present findings and recommendations to sales team and customers.
- Strong emphasis to collate and articulate effective feedback from the stakeholder group to identify trends, weaknesses and business opportunities that may exist in Sub-Sahara Africa.
- Confident, highly motivated, energised, must be tactful when dealing with people and must treat people with respect.Job Masters (Pty) LtdRecruiter
Job Mail