Cx & Ops Support Manager

1 week ago

Cape Town, South Africa Heineken Full time

**We Go Places How about you?**
Immediate Superior: Head of Customer Services
Location: Cape Town
Function: Global Business Solutions
Sub Function: Customer Services
Type of Contract: Permanent
Reference Number: 110419
Closing Date: 15/05/2024

The CX & Ops Support Manager is responsible for facilitating ownership of Customer Experience Excellence throughout our organisation and is also responsible for the overall management, embedment and implementing of operational support area, includes but not limited to workforce management, quality assurance, learning and development and overall operational systems support. In addition, the CX & Ops Support Manager is also responsible for facilitating and driving change management framework through the operational change manager. Based on our strategic vision for Customer Experience Excellence within our strategic customer segments, the CX & Ops Support Manager must manage expectations and goals in a seamless, transparent and frictionless manner, leading to sustainable mutual growth. In conjunction with the capability leads, the CX & Ops Support Manager must lead and influence set of processes used to optimise the productivity of SSC employees, forecasting labour requirements, promote customer and ensure optimal achievements of all key performance indicators across Shared Services Unit. The CX & Ops Support Manager reports to the Head of Shared Services and influences the senior leadership team and business unit champions in providing seamless interactions and mutual value to customers and the operational business unit. As strategic customer expectations evolve, this manager will drive ongoing alignment to maximize customer lifetime value growth. A true custodian of excellent service.

KEY RESPONSIBILITIES
- Lead a Customer Board with Exco senior leadership to objectively provide a voice for customer and consumer feedback, required business interventions and reset for how things have historically been viewed.
- Ensure a clear understanding of the company’s vision and goals and respective contribution from Customer Experience Excellence.
- Create and execute a Customer Experience strategy, including, but not limited to, global benchmarking, digital customer experience evolution and channel adoption, research and customer channel interaction analytics.
- Establish and roll-out a Customer Experience maturity roadmap for holistic management as internal capabilities increase and external expectations evolve.
- Drive an appropriate level of audience segmentation to deliver personalized and relevant customer touchpoints through strategic partnerships with suppliers and partners.
- Devise and implement insightful customer experience feedback mechanisms and UX as a norm to contribute to data driven decision making.
- Coordinate the various roles associated with Customer Experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touchpoints.
- Lead innovative, disruptive, fresh and modern customer interaction projects.
- Understand business and financial measures when working on customer retention (NPS, eNPS, NPV, Cost Benefit Analysis, Cost to Acquire, Cost to Serve etc.).
- Take full ownership of key performance indicators relevant to stages of customer engagement.
- Proactively influence customer needs and manage the customer’s lifecycle.
- Personal effectiveness & excellence - Display an iterative learning mentality. Actively seeks out opportunities to learn and develop and promotes learning and development in others.
- People and Expectations
- Manage people development initiatives and people development processes such as performance management, succession planning and talent management to meet functional performance standards.
- Assess team development needs and close gaps through coaching, training and creating a pro-learning environment
- Ensure operational team performance through effective management within policies and procedures to ensure achievement of standards/objectives
- Ensure that recruitment, selection and training of new staff, relating to turnover and growth, is carried out on time and in accordance with the recruitment and training plan.
- Perform side by side coaching with team leaders to develop their skills in leadership pertaining coaching and development, contact center operations and problem solving.
- Ensure team leaders monitor adherence to processes and procedures, review and agree recommendations on performance improvements, enhancements, streamlining and redesigning of processes.
- Leverage relationships between key stakeholders, customers and working groups through personal contact, meetings and reviews of service level agreements in order to achieve buy-in in terms of total customer satisfaction.
- ED_UCATION AND EXPERIENCE_
- _Relevant Bachelor's Degree_
- Minimum of 8 years’ experience Customer Service experience.
- Minimum of 5 years in managing operational capab

  • Cx Specialist

    2 months ago

    Cape Town, South Africa WePlace Full time

    Western Cape, Cape Town - Market - Related Annually Basic Salary One of South Africa’s Banking Giants is looking for a CX Specialist to join their dynamic team. **CX Specialist: Conversational Design & Experience** **Purpose Statement**: - To craft, implement, and manage exceptional conversational user experiences that exceed client expectations across...

  • Remedy Ops Manager

    4 weeks ago

    Cape Town, South Africa Sabenza IT Full time

    Remedy Ops Manager IT Manager - IT Cape Town - Western Cape - South Africa Join our dynamic team as a Remedy Ops Manager, where innovation meets impact! At the forefront of global strategy, our Consulting company in Cape Town invites you to pioneer change and shape industries. Elevate your career with unparalleled opportunities and be part of a...

  • Ifs Ops Manager

    4 weeks ago

    Cape Town, South Africa Sabenza IT Full time

    IFS Ops Manager IT Manager - IT Cape Town - Western Cape - South Africa Join our dynamic team as a IFS Ops Manager, where innovation meets impact! At the forefront of global strategy, our Consulting company in Cape Town invites you to pioneer change and shape industries. Elevate your career with unparalleled opportunities and be part of a transformative...

  • Ifs Ops Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Sabenza IT Full time

    IFS Ops Manager IT Manager - ITCape Town - Western Cape - South AfricaJoin our dynamic team as a IFS Ops Manager, where innovation meets impact At the forefront of global strategy, our Consulting company in Cape Town invites you to pioneer change and shape industries.Elevate your career with unparalleled opportunities and be part of a transformative journey....

  • Customer Experience

    4 weeks ago

    Cape Town, South Africa V&A Waterfront Full time

    The Customer Experience Intern is the eyes, ears, and face of the V&A at certain moments of truth in the visitor journey. They are responsible for ensuring professional, positive and memorable interactions with visitors to the V&A neighbourhood and stakeholders within the ecosystem who visit Information Kiosk. They are also responsible for providing...

  • Customer Experience

    1 week ago

    Cape Town, South Africa Vito Solutions Full time

    EMPLOYMENT TYPE: 6-month contract COMPANY: A large financial services company. LOCATION: Cape Town - hybrid working model (3 days in office, 2 days remote). JOB OVERVIEW: The Client is dedicated to fostering a vibrant and positive work atmosphere, providing their customers with all the opportunities needed for success. They are firmly committed to...

  • Cx Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa WePlace Full time

    Western Cape, Cape Town Market Related Annually Basic SalaryOne of South Africa's Banking Giants is looking for a CX Specialist to join their dynamic team.CX Specialist: Conversational Design & ExperiencePurpose Statement: To craft, implement, and manage exceptional conversational user experiences that exceed client expectations across various digital...

  • Customer Experience Manager

    2 weeks ago

    Cape Town, South Africa Teleperformance South Africa Full time

    **Job Overview** The Supplier Customer Experience manager will be responsible for enhancing the customer experience delivered by our partners today and support changes that will impact our suppliers such as growth or process. **Main Responsibilities** - Facilitate conversations around growth with suppliers & internal stakeholders to ensure - headcount...

  • Cx Marketing Consultant

    2 weeks ago

    Cape Town, Western Cape, South Africa Huble Full time

    Huble is an international, creative, digital business & CRM consultancy with Elite HubSpot Partner status. Using the HubSpot platform, we provide solutions to increase our customer's level of CRM sophistication as well as deliver strategic consultancy across marketing, sales, service, websites, and business operations - and we do it all whilst trying to...

  • Assistant Director: Immovable Asset Management, Ref

    3 weeks ago

    Cape Town, South Africa Western Cape Government Full time

    **Job Purpose**: The Department of Infrastructure, Western Cape Government has an opportunity for a suitably qualified and competent individual to develop and manage the Immovable Asset Register (IAR) and execute related ownership/ custodian functions including the preparation of Strategic Immovable Asset Managemen Plans. **Minimum Requirements**: An...

  • Customer Experience

    1 week ago

    Cape Town, South Africa Vito Solutions Full time

    EMPLOYMENT TYPE: 6-month contract COMPANY: A large financial services company. LOCATION: Cape Town - hybrid working model (3 days in office, 2 days remote). JOB OVERVIEW:The Client has embarked on a strategic journey to establish a new world client and intermediary experience or CX function to deliver the client and intermediary-facing solutions and tools in...

  • Cx Marketing Consultant

    4 weeks ago

    Cape Town, South Africa Huble Full time

    Huble is an international, creative, digital business & CRM consultancy with Elite HubSpot Partner status. Using the HubSpot platform, we provide solutions to increase our customer's level of CRM sophistication as well as deliver strategic consultancy across marketing, sales, service, websites, and business operations - and we do it all whilst trying to...

  • Warehouse Assistant

    3 weeks ago

    Cape Town, South Africa OPS Full time

    We are looking for an organized and motivated warehouse assistant to join our company. Areas of Responsibility: - Receiving, checking, recording, organising and storing stock as it is received or produced. - Taking inventories of stock and products, ensuring that they are safely and properly stored. - Dispatching and loading goods out of the warehouse for...

  • Ops Supervisor

    3 months ago

    Cape Town, South Africa Chainlink Recruitment Full time

    We are looking for an Afrikaans speaking OPS Supervisor in Cape Town: Import and export experience required (Air and Sea freight) - Supervise everyday working of department operating process and increase efficiency of workers for various growth-oriented programs. - Maintain and provide efficient backup to supply department and ensure achievement of all...

  • OPS Supervisor

    3 months ago

    Cape Town, South Africa Chainlink Recruitment Full time

    We are looking for an Afrikaans speaking OPS Supervisor in Cape Town:Import and export experience required (Air and Sea freight)• Supervise everyday working of department operating process and increase efficiency of workers for various growth-oriented programs.• Maintain and provide efficient backup to supply department and ensure achievement of all...

  • OPS Supervisor

    2 weeks ago

    Cape Town, Western Cape, South Africa Chainlink Recruitment Full time

    We are looking for an Afrikaans speaking OPS Supervisor in Cape Town:Import and export experience required (Air and Sea freight) Supervise everyday working of department operating process and increase efficiency of workers for various growth-oriented programs. Maintain and provide efficient backup to supply department and ensure achievement of all internal...

  • HR Administrative Support

    2 weeks ago

    Cape Town, South Africa O'Brien Recruitment Full time

    **Are You Ready to Fuel HR Excellence?** **Purpose**: Join our clients team, **a reputable FMCG **as an HR Administrative Support (FTC) and become a vital part of their high-energy HR pillar. In this role, you'll play a key role in turbocharging their HR operations, focusing on the Select, Manage, Develop, and Grow functions. This is your chance to make an...

  • CX Associate, Western Cape

    2 weeks ago

    Cape Town, South Africa Merchants Full time

    CX Associate, Western Cape Work With The Best At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential. If you were born to deliver exceptional service,...

  • Senior Project Manager

    3 weeks ago

    Cape Town, South Africa iLaunch Full time

    Lead complex projects from inception to completion Stakeholder management Develop and maintain project plans, schedules, and budgets. Identify, assess, and mitigate project risks and issues. Provide regular project updates to stakeholders and senior management. Grade 12 / Matric Tertiary Qualification - Project Management certification(e.g. PMP, AMP,...

  • Eerstelijns Support Specialist

    2 months ago

    Cape Town, South Africa DataBalk Full time

    **Bedrijfsprofiel**: DataBalk is een toonaangevend technologiebedrijf dat gespecialiseerd is in het leveren van innovatieve softwareoplossingen aan de woningcorporatiesector in Nederland. Onze SaaS-software fungeert als een uitgebreid systeem ter ondersteuning van woningcorporaties bij hun primaire processen, waaronder Klantbeheer, Verhuuractiviteiten,...