Member & Sales Operation Manager
3 weeks ago
A Cosmetic & Fragrance Company seeks to appoint an experience-obsessed, data-driven individual to lead, direct and energise the member-facing support teams and growing member (customer) base. Reporting to to CEO, this seasoned, passionate and commercially astute business leader will have a proven track record in driving exceptional customer experience, comfortable with oversight and ownership of day-to-day running and optimization of the Member Relations (similar to ‘Customer Service’) teams, incl. Member Helpdesk (mentoring focus) and After Sales Service Desk. This role will interact with multiple diverse and cross-functional stakeholders, incl. the Founder, executive team, supply chain, product development and procurement teams - and most importantly, companys members (customers). This is a new senior management role as the brand and footprint continues to grow and expand. The aim of introducing such a role is to drive greater member engagement by reviewing, leveraging and optimising available data, data analytics / BI, member (customer) insights and operational capabilities (current and future).
**CORE FOCUS AND AREAS OF ACCOUNTABILITY**
1. Lead our member relations operations team with excellence and care o Effectively run the operational part of member relations o Foster team work, a healthy environment and encourage team members o Continuously drive improvement through people, technology, and processes.
2. Provide insights and decision making through o Providing accurate, real time visibility into members performance o Measure and report on member experience o Analyse market and regional performance
3. Sales and Operational Planning o Coordinate promotional planning process o Provide insights into product performance o Provide product and promotional forecasts and recommendations
4. Design, build, maintain and optimise CRM and other sales tools available, incl. Member Portal o Manage, mine and interpret sales and member data
5. Provide guidance/inputs to marketing brand ambassadors for promotions
6. Drive greater collaboration and consistent, regular communication across Group functions
**COMPETENCIES | TRAITS | STRENGTHS | SUCCESS FACTORS**
- Thrive in a creative, innovative, start-up and entrepreneurial sales environment
- Drive critical thinking, compelling, analytical and data-driven decision making
- Partner with diverse stakeholders, display an unwavering ‘team player’ mindset
- Credible, passionate and excellent communicator, influencer and negotiator
- Enjoy ‘building bridges’, connecting and networking
- Demonstrate a passion for service and empowering others
**Job Types**: Full-time, Permanent
**Salary**: R45,000.00 - R65,000.00 per month
Ability to commute/relocate:
- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Diploma (preferred)
**Experience**:
- Retail Sales and CRM: 5 years (preferred)
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