Director Customer Relationship Department

5 months ago

Cape Town, South Africa ISMMART GROUP OF INDUSTRIES Full time

**Experience**:10-12 years of progressive experience in the (E-Commerce Industry), 6 years of experience in Customer Relationship Department.**

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

We are seeking an experienced and customer-focused professional to lead our Customer Relationship Department in the relevant industry. As the Director, you will play a pivotal role in enhancing customer satisfaction, building strong client relationships, and ensuring the success of our garment products in the market.

**Responsibilities**:

- Develop and implement a comprehensive customer engagement strategy aligned with the goals of the relevant industry.
- Drive initiatives to enhance the overall customer experience, from product selection to post-purchase support.
- Build and maintain strong relationships with key clients, retailers, and distributors.
- 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.
- Develop and implement 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 garment products.
- Manage and resolve customer complaints in a timely and satisfactory manner.
- Collaborate with relevant departments to address recurring issues and implement preventive measures.
- 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.
- Develop and manage customer loyalty programs to encourage repeat business and strengthen brand loyalty in the garment industry.
- Collaborate with marketing teams to execute targeted promotional campaigns.
- Collaborate with sales, marketing, and production teams to align customer relationship strategies with overall business objectives.
- Provide insights to product development teams based on customer preferences and market demands.
- 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, preferably within the 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.
- Problem-solving skills with a customer-centric approach to handling issues.
- 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**: R40,000.00 - R50,000.00 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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