Cx & Ops Support Manager

2 weeks 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

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