VP of Customer Service Strategy

5 days ago


Sandton, South Africa HR Genie Full time
Role Summary:

The VP of Customer Service Strategy will be responsible for leading and enhancing the customer service function across the region. This role requires a strategic leader who can drive operational excellence and deliver exceptional customer experiences.


Main Responsibilities:
  • Develop and implement regional customer service strategy aligned with global vision and business objectives.
  • Set strategic direction and oversee operational plans, measures, and budgets to achieve targeted results.
  • Influence and shape customer experience strategies to support the regional network.
  • Lead and organize highly strategic activities with significant business impact.
  • Maintain consistent daily operations of customer service teams, including KPI management and quality standards calibration.
  • Foster high engagement and motivation among regional customer service teams.
  • Represent the region in global and regional executive committees.
  • Analyze market and customer information to develop targeted customer service strategies.
  • Provide expert input on regional business decisions and programs.
  • Formulate and oversee regional customer service programs, policies, and processes.


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