Description:
Customer Experience Manager Southern Africa International OEM East Rand
Salary offer: TCOE: R 940 000 R 1 300 000, inclusive of basic salary, car allowance, company contribution to medical aid and provident fund.
Job Summary
Direct Reports 1 x Customer Service Manager, Products and Exports
1 x Customer Service Manager, Lubrication, Services & Solutions
1 x CX Digital Support Representative
Job purpose To lead, direct and drive the strategic and operational development activities within customer service in Southern Africa.
The role requires the implementation of a delivery network, operational targets, activities, performance, delivery and execution of meeting the customer expectations that is aligned to the corporate business strategy for Southern Africa.
Leading, actively coaching the customer service managers and customer service representatives with effective and efficient support that contributes to the achievement of the business objectives and growth.
Proactively support the sales team in driving sales targets, take part in leads and opportunity generation for sales and sales campaigns
Implementing effective business processes, guidelines, and strategies to increase the efficiency of customer service and business operations jointly with the leadership team and with the extended management team.
Harnessing a working environment which encourages teamwork, purposeful action taking, energy and creativity.
Experience and knowledge
Minimum ? 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.
? 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