Deputy Director Customer Relationship Department

2 weeks ago

Cape Town, South Africa ISMMART GROUP OF INDUSTRIES Full time

**Experience: 6-8 years of experience in Customer Relationship Department roles, with 4 years in a leadership or directorial capacity in the (E-Commerce Industry).**

**Requirement**: Applicant must be a local or having work permit

We are seeking a dynamic and experienced professional to join our team as the Deputy Director of CRD in the vibrant and customer-centric in the field of **(E-Commerce Industry)**.

We are seeking a dynamic and customer-centric professional to join our team as the Deputy Director of Customer Relationship Department in the relevant industry. As the second-in-command, you will play a crucial role in supporting the Director in building and maintaining strong customer relationships, ensuring satisfaction, and contributing to the success of apparel business.

**Responsibilities**:

- Collaborate with the Director to develop and execute a comprehensive customer engagement strategy tailored to the relevant industry.
- Contribute innovative ideas to enhance the overall customer experience, from product selection to post-purchase support.
- Assist in building and nurturing strong relationships with key clients.
- 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.
- Assist in developing training programs for customer-facing teams to enhance product knowledge.
- Ensure that customer service representatives are well-equipped to provide accurate and detailed information about products.
- Support in managing and resolving customer complaints in a timely and satisfactory manner.
- Collaborate with relevant departments to address recurring issues and implement preventive measures.
- Collaborate with the Director to 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.
- Assist in the development and management of customer loyalty programs specific to the relevant industry.
- Collaborate with marketing teams to execute targeted promotional campaigns and enhance customer retention.
- Work closely with sales, marketing, and production teams to align customer relationship strategies with overall business objectives.
- Provide technical insights to support the creation of innovative garment products and services.
- Collaborate with the Director to 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 within the relevant 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.
- Familiarity with order fulfillment processes and supply chain management in the garment sector.
- Strategic thinking and the ability to contribute to the development of customer-focused business strategies.

**Salary**: R35,000.00 - R40,000.00 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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