Chief Customer Officer

7 months ago

Johannesburg, South Africa South African Bankers Services Company Pty Ltd Full time

**Job Description**:
BankservAfrica form part of the South African National Payments System and are a trusted partner of the financial industry, including banking institutions, and therefore require that employees adhere to unwavering standards of honesty and transparency in performing their duties.

PURPOSE

The main purpose of this position is driving the customer strategy and service efforts of the company. This includes building strong relationships with existing and prospective customers, lead generation, managing commercial propositions to those customers and giving direction into product roadmaps. In addition, the role will lead strategic planning and guide all marketing and public relations activities across the company. Importantly the role is also responsible for ensuring the company’s revenue targets are met whilst overseeing the company’s pricing strategies.

You will engage with the following stakeholders:

- Customers (current and prospective)
- Executive Management of BankservAfrica and its Board of Directors
- All Divisional Managers
- Product Owners
- Project Managers
- Customer Relations
- Technology Operations Teams
- Finance Manager
- Regulators e.g. PASA, SARB
- Decision Makers / Influencers e.g. SABRIC, BASA, Government etc.
- Sales Managers of Solution Suppliers
- Other international payments market infrastructure providers

The Chief Customer Officer is a member of the Executive Committee, whose purpose of which is to, provide strategic leadership, jointly agree on decisions that affect the well-being and sustainability of the company, and is integral to meeting the organisation’s strategic objectives.

Your key responsibilities include:
Sustained Business Growth:

- Lead generation
- Developing new lines of business to achieve the company's mission
- Designing and developing new market-driven products and services
- Identifying potential organizations for partnerships, mergers or acquisitions to expand existing product lines or bring new product lines to the organization
- Overseeing customer and stakeholder strategic planning processes to ensure strategies align with market drivers and support a customer centric approach
- Facilitating business growth by working together with clients as well as business partners (suppliers, subcontractors, JV partners, technology providers, etc.)
- Oversee the existing customer, stakeholder, brand and marketing operations and its performance

Client Relationships:

- Developing strong customer relationships
- Pursuing the development of strategic partnerships, relationships and alliances
- Promoting a customer oriented focus and advocating customer centric client relationships
- Developing and maintaining external relationships with regulators, elected officials and key trade associations

Marketing:

- Developing the marketing strategy, overseeing marketing programs and partner channels that increase the company's revenues and customer base
- Developing product marketing and brand strategies and activating these in the market
- Identifying new customers and markets and developing / enhancing new approaches to the market

QUALIFICATIONS / KNOWLEDGE
- Appropriate tertiary qualification
- Ability to conceptualise a business case
- Ability to align disparate views to mutually important areas
- Have a firm understanding of market and industry dynamics, and is responsible for maintaining relationships with other powerful industry and business professionals who are directly related to this particular market
- Partnering/influencing skills
- Sound understanding of international trends of payments and how that will influence the South African and Regional landscape

EXPERIENCE
- Minimum 10-15 years’ experience in related field
- Proven leadership skills as a senior executive leading a company or major division of an organization
- Experience in people management, strategic planning, budgeting, and risk mitigation
- Broad and comprehensive knowledge of all matters related to the business of the organization with an eye towards identifying new sales prospects and driving business growth and requirements for product development

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