Head of Client Services – Marketing and Communication, Bloemfontein

7 days ago

Bloemfontein, Orange Free State, South Africa VKB Group Full time
Job title : Head of Client Services – VKB Group Marketing and Communication, BloemfonteinJob Location : Free State, BloemfonteinDeadline : April 21, 2025Quick Recommended Links
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Key Responsibilities:

Client engagement strategies to drive satisfaction and loyalty

Acting as a senior point of contact for client escalations and high-priority accounts.

CRM System Management & Data-Driven Insight

  • Oversee the effective use of our CRM system to manage client interactions, track engagement, and optimise service delivery.
  • Ensure accurate and up-to-date client records, using data to improve customer experiences and drive strategic decisions.
  • Analyse CRM reports to identify trends, service gaps, and opportunities for growth.
  • Leverage CRM insights to improve client engagement.
  • Work closely with operational teams to ensure seamless CRM integration and alignment across departments.
  • Collaborate with internal teams to optimise CRM workflows, ensuring a smooth and data-driven approach to client services.
  • Drive automation and process improvements within our CRM ecosystem to enhance efficiency and reduce manual tasks.
  • Ensure company-wide adoption of the CRM system through training and best practices.

Service Delivery & Quality Assurance

  • Ensure consistent and high-quality service delivery across all touchpoints.
  • Work with internal teams to optimise processes and improve client experience.
  • Monitor client feedback and implement improvements.

Strategic Growth & Retention

  • Develop strategies for client retention and account growth.

Team Leadership & Development

  • Lead and mentor a team of client service professionals.
  • Foster a client-centric culture within the team.
  • Set performance goals and conduct regular team evaluations.

Problem Resolution & Risk Management

  • Proactively address client concerns and implement solutions.
  • Anticipate risks and develop strategies to mitigate client churn.

Business Alignment & Reporting

  • Align client service objectives with overall business strategy.
  • Provide regular reports on client satisfaction, retention, and engagement.

Key Qualifications:

  • Experience: 5+ years in client services, account management, or a related field, with leadership experience.
  • Skills: Strong communication, negotiation, and problem-solving skills.
  • Strategic Thinking: Ability to develop and implement client service strategies.
  • Industry Knowledge: Familiarity with the agricultural sector and its customer expectations.
  • Tech-Savvy: Comfortable with CRM systems and data-driven decision-making.

KPI's:

Client Satisfaction & Retention

  • Net Promoter Score (NPS) (Measures how likely clients are to recommend your business)
  • Customer Satisfaction Score (CSAT) (Tracks client happiness with services)
  • Client Retention Rate (Percentage of clients retained over time)
  • Churn Rate (Percentage of clients lost - should be minimized)

CRM efficiency and adoption

  • CRM Data Accuracy: Ensuring data hygiene and minimizing missing or outdated client information (% of complete client profiles).
  • Client Interaction Frequency (Tracking touchpoints logged in CRM to ensure regular engagement).
  • Response Time & Resolution Rate via CRM logs (Measuring how quickly client issues are logged and resolved).
  • Customer Feedback Integration (Using CRM data to track and analyse client complaints, requests, and suggestions).
  • Client Segmentation & Personalization Success (Measuring how well the CRM ecosystem helps tailor service to different client needs).
  • CRM Adoption Rate (%) (Ensuring the team is actively using the system).
  • Number of Manual vs. Automated Tasks (Increasing efficiency through automation within the CRM).
  • Employee Training on CRM features (Ensuring staff is well-equipped to maximize CRM capabilities).

Operational Efficiency

  • Response Time to Client Issues (Measures how quickly concerns are addressed)
  • Resolution Time (How long it takes to resolve client problems)

Team Performance & Engagement

  • Employee Engagement Score (Measures team satisfaction and alignment)
  • Training & Development Progress (Tracks skill-building within the team)
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