3 Days Left: VP Customer Service SSA

1 month ago


Bryanston, South Africa Jobted ZA C2 Full time

Our client is looking for a VP Customer Service SSA to lead and enhance the customer service function across the region. This role is integral to delivering exceptional customer experiences and driving operational excellence.

Responsibilities:

- Define and implement the 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.
- Ensure consistent daily operations of customer service teams, including KPI management and quality standards calibration.
- Act as a chief energy officer, fostering 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.
- Drive innovation and identify appropriate technologies to enhance customer service management.
- Monitor customer feedback and implement sustainable solutions to improve service delivery.
- Benchmark and embed world-class customer service practices at the regional level.
- Collaborate with senior executives across functions to align customer service strategies with business objectives.
- Lead and develop the regional Voice of Customer team to enhance customer experience.
- Explore and implement digital solutions to elevate customer service standards.
- Manage critical agreements with internal and external stakeholders.
- Champion change, collaboration, and integrated solutions to address challenges.

Key Skills:

- Strategic leadership and vision-setting.
- Expertise in driving and executing customer service initiatives.
- Strong analytical and decision-making skills.
- Advanced knowledge of customer feedback mechanisms and key performance indicators.
- Ability to influence at an executive level and develop strong stakeholder relationships.
- Innovation and digital solution exploration in customer service.
- Change management and cross-functional collaboration.
- Talent management and leadership across diverse teams.
- Minimum 10 years of experience in a similar role with proven results.
- Previous leadership roles at a strategic level.
- Extensive experience in driving and implementing strategic initiatives.
- Logistics industry experience is advantageous.

Qualifications:

- Masters degree preferred.


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