Customer Services and Cross Selling Director

6 months ago

Johannesburg, South Africa Tsebo Group Full time

**About Us**:
The Customer Services and Cross-Selling Director is responsible for leading the company’s efforts in retaining customers through excellent service and expanding business through strategic cross-selling initiatives. This role requires a proactive approach to customer satisfaction and the development of synergistic relationships between different service offerings to drive revenue growth and enhance the customer experience.

As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people - the heart of Tsebo - is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients’ needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.

**Duties & Responsibilities**:
**Customer Retention**:

- Strategise and implement customer retention plans to minimise turnover and maximise loyalty.
- Conduct and analyse customer satisfaction surveys, translating insights into service enhancement plans.
- Manage alerts and respond promptly to customer issues, preventing service disruptions and maintaining trust.
- Lead the service recovery process, ensuring customer issues are resolved to satisfaction.
- Drive the customer experience strategy, setting high standards for service delivery.
- Facilitate customer service training programmes, instilling a culture of excellence.
- Report to Group Exco and Divisional boards on customer service metrics and performance outcomes.

**Cross-Selling**:

- Leverage customer, marketing and market data to identify cross-selling opportunities and support the divisional sales by sharing these in structured and focused sessions on a regular basis
- Utilise customer satisfaction data, digital and other marketing insights, and market data to refine cross-selling opportunities. Craft and implement cross-selling strategies that are synchronised with customer profiles and business objectives.
- Work with various divisions and departments to create comprehensive service bundles, including integrated solutions for named and target accounts
- Provide regular updates on cross-selling progress and results.
- Actively support the sales efforts to convert opportunities, especially in named Key Accounts
- Conduct cross-divisional training to enhance staff knowledge of the company’s offerings and sales lead incentive programmes
- Set and monitor cross-selling goals, integrating them into sales metrics for use by the CSMO and divisional Sales Directors in their target setting for teams

**Key Performance Indicators**:

- Customer Retention Rate
- Increase in Cross-Selling Revenues and Margins
- Growth in Service Penetration Rate
- Conversion Rate of Upsell/Cross-Sell Proposals
- Efficiency in Resolving Customer Complaints
- Customer Satisfaction Score (CSI)
- Effectiveness of Collaboration Across Divisions

**Skills and Competencies**:

- Exceptional understanding of customer needs and the ability to drive service initiatives that align with those needs.
- Expertise in building and nurturing relationships with a diverse customer base.
- Proficiency in analysing customer feedback and implementing data-driven strategies for service improvement.
- Demonstrated ability to lead and inspire teams across different functional areas.
- Strong project management skills with the ability to oversee multiple initiatives simultaneously.
- Excellent communication skills, both written and verbal, for effective board reporting and stakeholder engagement.

**Qualifications**:

- **Qualifications**: Bachelor’s degree in Business Administration, Marketing, or a related field. A postgraduate degree is preferred.
- **Experience**: A minimum of 8 years management in sales, marketing, or business development with a focus on customer service and cross-selling within a dynamic service environment.
- Deep understanding of Intergrated workplace management solutions in Tsebo is an advantage

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