Consumer Experience Manager

The Consumer Experience Manager plays a crucial role in advancing the businesses Direct-to-Consumer strategy. This position involves developing and implementing business solutions designed to enhance both our digital presence and the overall customer experience. Working collaboratively across various teams (Finance, Procurement, HR, Operations), the incumbent will identify opportunities for innovation, drive efficiency improvements, and support the broader commercial goals. A key responsibility will be ensuring the effective execution and implementation of plans across retail and online channels to maximize results in terms of costs, sales, shrinkage, people, and profit. The role also requires providing input into activity development and the identification, recommendation, and implementation of process improvements.

This position is ideal for individuals with strong digital and analytical capabilities who enjoy building and optimizing solutions that deliver significant impact. The Consumer Experience Manager will report to the Commercial Client Executive.

Responsibilities:

The primary tasks, functions and deliverables of the role include, but are not limited to:

• Helping to develop, adhere to and maintain effective business systems, policies and procedures
• that enable business goals to be effectively achieved; and providing an active and positive
• influence with relevant stakeholders.
• Work with Brand teams and Customer Experience team to ensure successful launch of all
• campaigns and new product launches in Own Retail.
• Work with National Operations Manager Owned Retail and Retail Compliance Manager to
• ensure the implementation of policies and standard operating procedures nationally.
• Monthly review and inputs into the own retail incentive scheme committee.
• Oversee the quarterly review and update of all own retail SOPs.
• Work with Retail Operations Analyst to analyse and evaluate sales performance, identify
• potential growth opportunities, as well any issues which might have a negative impact on the
• sales performance and provide the necessary feedback to manager.
• Oversee the setting Sales targets for Division's and maximising sales, profitability and controlling
• expense budgets.
• Providing leadership, business strategy, guidance and support to direct reports.
• Conduct performance reviews as per performance review cycle with respective direct reports
• and ensure any performance shortfalls are identified and corrective action are put in place in
• line with company policies.
• Provide tools to assist National Operations Manager Owned Retail to drive, motivate and
• encourage Own Retail Team to achieve targets in a stimulating and supportive environment.
• Reporting on stock and sales related to targets and preparing weekly and monthly reports for
• submission to management.
• Facilitating the stock control process,
• Input into the investigation and take active measures to prevent negative stock on hand
• (NSOH) by ensuring that the Standard Operating Procedures are followed across the board
• when inventory are received, captured and sold at store level.
• Analyse stock take feedback received from the Retail Compliance Manager and report back
• to finance on measures taken to control and correct out of line results.
• Working with Retail Operations Analyst and Supply Chain to ensure stock levels in kiosks/ stores
• are at optimal levels. Out of stocks are monitored and controlled.
• Ensure all activities implemented within the D2C Channel are compliant with the companies
• Youth Access Prevention Policy

Skills and Competencies:

The abilities that the individual needs to perform this role effectively:

• Ability to develop and implement business strategy and vision.
• Strong interpersonal, leadership and management skills.
• Ability to analyze and resolve problems decisively.
• Ability to deal with change and ambiguity.
• Resilient and dynamic character, high energy levels and drive. Goal- and target-driven.
• Strong team player but should also work independently.
• Work accurately, meticulous, and high attention to detail.
• Excellent organizational, planning and time management skills.
• Professional and confident communicator.
• Fluent verbal and written English communication skills.
• Patient, tactful, diplomatic, approachable but firm. Effective listening and follow up skills.
• Ability to work under pressure and meet deadlines.
• Ability to multitask and prioritize.
• Customer service orientated.
• Respect the importance of confidentiality.
• Computer literate, strong administrative skills.
• Ability to lead, mentor and develop staff.

Requirements

• Education and Experience Requirements:
• Matric or NQF equivalent
• Minimum of 8 – 10 years of management experience within a Retail environment , specifically in
• managing sales teams and company commercial objectives.
• Must have a minimum of 5-years' experience in managing managers. Minimum 2 – 3 years in
• business development specifically with experience in compliance, sales analysis, developing of
• Standard Operating procedure and stock control.
• Knowledge of Customer Service principles and processes.
• Business administration knowledge.
• Flexible and able to work shifts, which may include night work, weekends and public holidays.
• Able to travel within division and other provinces.
• Previous experience in management of staff and IR.
• SAGE X3 experience essential.
• Above-average Excel skills, comfortable in Microsoft Applications.

Additional Requirements:

• Driver's License and own car.

• Willingness to work overtime or weekends if required.

• You will be required to travel.