Customer Experience Manager - Southern Africa - International OEM - East Rand

SUMMARY:
Customer Experience Manager

POSITION INFO:

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 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.

Qualifications and traits

Minimum  A formal tertiary qualification in Business Management is essential.

 Ability to manage managers and the operations team

 Results orientated |  Emotionally intelligent |  Self-starter/demonstrates initiative

 Hands-on attitude |  Ability to represent organisation positively

 Attention to detail |  Accountability for actions |  Integrity

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.