Strategic Customer Experience Director

1 week ago


Boksburg, Gauteng, South Africa Elchemie Full time
Customer Experience Manager

Elchemie is seeking a highly skilled Customer Experience Manager to lead our South African customer services department. As a key member of our team, you will be responsible for driving the strategic and operational development of our customer services department, ensuring continuous, accurate, and timely product supply to our customers.

About the Role:

  • Leadership Role: Lead and direct the customer services department, driving strategic and operational development.
  • Strategic Development: Develop and implement strategies to improve customer satisfaction and experience.
  • Operational Efficiency: Analyze and improve operational processes to increase efficiency and reduce costs.
  • People Management: Manage a team of customer service managers and digital support representatives.
  • Compliance: Ensure adherence to audit requirements and company policies.

Requirements:

  • Education: Formal tertiary qualification in Business Management.
  • Experience: Minimum 8-10 years of proven customer service management experience in a multi-national company.
  • Leadership Experience: Minimum 5-7 years of general management experience with proven leadership experience in a multi-national company.
  • Technical Skills: Extensive knowledge of ERP systems, including DOH, COH, and Syspro.

Responsibilities:

  • Customer Service: Deliver seamless customer experience through effective customer service operations.
  • Problem Solving: Identify causes of problems, bottlenecks, and non-value added activities and initiate corrective and preventative actions.
  • Performance Metrics: Establish performance metrics and quality of order book management.
  • Communication: Drive a high-performance culture through effective communication and decision-making.

About Elchemie:

Elchemie is a global manufacturer of bearings and seals. We are committed to delivering high-quality products and exceptional customer service.

How to Apply:

Only online applications will be considered. Please complete your application in full. Shortlisted candidates will be contacted. If you have not heard from us within 3 months of applying, please consider your application unsuccessful.



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