Director Customer Relationship Department

2 weeks ago

Cape Town, Western Cape, South Africa ISMMART GROUP OF INDUSTRIES Full time

Experience:10-12 years of progressive experience in the (E-Commerce Industry), 6 years of experience in Customer Relationship Department.**
Requirement: Applicant must be a local or having work permit

We are seeking an experienced and customer-focused professional to lead our Customer Relationship Department in the relevant industry.

As the Director, you will play a pivotal role in enhancing customer satisfaction, building strong client relationships, and ensuring the success of our garment products in the market.


Responsibilities:

  • Develop and implement a comprehensive customer engagement strategy aligned with the goals of the relevant industry.
  • Drive initiatives to enhance the overall customer experience, from product selection to postpurchase support.
  • Build and maintain strong relationships with key clients, retailers, and distributors.
  • Collaborate with sales teams to understand customer needs and ensure effective communication between the company and clients.
  • Work closely with production and supply chain teams to ensure timely and accurate order fulfillment.
  • Address any issues related to order processing, delivery, or product quality promptly and efficiently.
  • Develop and implement training programs for customerfacing teams to enhance product knowledge.
  • Ensure that customer service representatives are wellequipped to provide accurate and detailed information about garment products.
  • Manage and resolve customer complaints in a timely and satisfactory manner.
  • Collaborate with relevant departments to address recurring issues and implement preventive measures.
  • Gather and analyze customer feedback and market trends to inform product development and improvement strategies.
  • Provide insights to internal teams regarding customer preferences and expectations.
  • Develop and manage customer loyalty programs to encourage repeat business and strengthen brand loyalty in the garment industry.
  • Collaborate with marketing teams to execute targeted promotional campaigns.
  • Collaborate with sales, marketing, and production teams to align customer relationship strategies with overall business objectives.
  • Provide insights to product development teams based on customer preferences and market demands.
  • Define key performance indicators (KPIs) for the Customer Relationship Department.
  • Regularly analyze and report on departmental performance, customer satisfaction, and other relevant metrics.

Requirements:

  • Bachelors or Master's degree in business, marketing, or a relevant field.
  • Proven experience in customer relationship management, preferably within the industry.
  • Strong understanding of products, têxtiles, and industry trends.
  • Excellent interpersonal and communication skills to effectively engage with clients and internal teams.
  • Leadership experience with the ability to motivate and lead a customer service team.
  • Problemsolving skills with a customercentric approach to handling issues.
  • Familiarity with order fulfillment processes and supply chain management in the garment sector.
  • Strategic thinking and the ability to contribute to the development of customerfocused business strategies.

Salary:
R40, R50,000.00 per month

Ability to Commute:

  • Cape Town, Western Cape (required)

Ability to Relocate:

  • Cape Town,

Western Cape:
Relocate before starting work (required)

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