Customer Experience Manager - Sub-Sahara Africa - AA/EE - Jet Park

SUMMARY:
Customer Experience Manager - Sub-Sahara Africa - Jet Park

POSITION INFO:

Customer Experience Manager – Sub-Sahara Africa – Jet Park

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 Sub-Sahara 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 of Sub-Sahara 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.

Minimum requirements:

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.