Customer Experience Manager

2 weeks ago

Pretoria, South Africa Job Masters Full time

Customer Experience Manager
Southern Africa
International OEM
East Rand
Salary offer: TCOE: R 940 000
R 1 300 000, inclusive of basic salary, car allowance, company contribution to medical aid and provident fund.
Job Summary
Direct Reports 1 x Customer Service Manager, Products and Exports
1 x Customer Service Manager, Lubrication, Services & Solutions
1 x CX Digital Support Representative
Job purpose To lead, direct and drive the strategic and operational development activities within customer service in Southern Africa.
The role requires the implementation of a delivery network, operational targets, activities, performance, delivery and execution of meeting the customer expectations that is aligned to the corporate business strategy for Southern Africa.
Leading, actively coaching the customer service managers and customer service representatives with effective and efficient support that contributes to the achievement of the business objectives and growth.
Proactively support the sales team in driving sales targets, take part in leads and opportunity generation for sales and sales campaigns
Implementing effective business processes, guidelines, and strategies to increase the efficiency of customer service and business operations jointly with the leadership team and with the extended management team.
Harnessing a working environment which encourages teamwork, purposeful action taking, energy and creativity.
Experience and knowledge
Minimum  A minimum of 8-10 years with proven customer service management within a multi-national company.
 A minimum of 5-7 years in a generalist management role with proven leadership experience within a multi-national company.
 Extensive knowledge of ERP systems including DOH, COH, and Syspro.
 Knowledge of customer service principles and practices.
 Ability to develop processes and systems to improve operational efficiencies.
 A systematic, logical, analytical approach to problem solving and decision making.
 Ability to present findings and recommendations to leadership team, management team, regional management team and structures within an international group matrix.
 General business unit management / staff management experience, with the ability to be flexible to manage direct reports and their subordinates when required.
 Strong customer orientation (both internally and externally) to drive business, string negotiation skills, strong performance management and strategic planning.
 Confidentiality, tact, and discretion in dealing with people.
 Excellent planning, organisational and administrative skills.
 Excellent communication and presentation skills
English.
 Leadership skills and must have the ability to motivate and team building ability.
 Sound interpersonal skills and must have the ability to interact with staff at all levels with influence, persuasion, and ability to command respect.
Desirable
 Experience of working in a multi-national environment.
 Product and industry knowledge advantageous.
 Ability to analyse and interpret relatively complex data in a logical manner.
Qualifications and traits
Minimum  A formal tertiary qualification in Business Management is essential.
 Ability to manage managers and the operations team
 Results orientated |  Emotionally intelligent |  Self-starter/demonstrates initiative
 Hands-on attitude |  Ability to represent organisation positively
 Attention to detail |  Accountability for actions |  Integrity
Mental demands
 High levels of concentration required where the workload will vary every day. The ability to go
from one topic to another and be conversant is essential.
 Required to be self-motivated and be able to make decisions within delegated responsibility.
 Routinely concentrate for long periods of time in order to correctly analyse data/information.
 Will be expected to react to unpredictable operational requirements of an ad-hoc nature.
 Ability to multi-task and have the ability to manage stress and pressure.
 Must be able to adapt, show initiative, be a team player and have the ability to work under
little or no supervision.
Physical demands
 Domestic and from time to time cross-border travel will be required to engage with
customers.
 Occasional international travel to attend meetings and/or training.
 Will spend time at a desk working on a computer and attending meetings.
 Will be required to work extended hours including over weekends.
Health and safety/ exposure to risk
 Occasionally exposed to some risk whilst travelling.

  • Customer Experience Ambassador

    7 months ago

    Pretoria, South Africa Customer Loyalty Consultants (Pty) Ltd Full time

    **Gauteng**, Tshwane (Pretoria)** **About CLC**: At CLC, we pride ourselves on delivering exceptional customer service and providing top-notch solutions to our clients. As part of our brand promise, we are committed to ensuring that every interaction with our customers is positive and memorable. **Main Responsibilities**: - Provide EXCEPTIONAL customer...

  • Customer Experience Manager

    4 months ago

    Pretoria, South Africa Eazi Access Rental Full time

    **Purpose statement** **To provide **an excellent customer support service which will ensure a functional and seamless customer experience with timeous, accurate and relevant information. **To design and implement **processes and procedure aligned to the repair strategy, and to enhance the overall customer journey, ensuring exceptional service and...

  • Customer Experience Manager

    2 months ago

    Pretoria, Gauteng, South Africa beBee Professionals Full time

    Job Title: Customer Experience ManagerWe are looking for a Customer Experience Manager to lead our client success efforts. The successful candidate will be responsible for providing exceptional customer service, ensuring that client needs are met, and that their experience with BeBee Professionals is positive.Key Responsibilities:Manage customer...

  • Customer Experience Strategist

    2 months ago

    Pretoria, Gauteng, South Africa Boardroom Appointments Full time

    Customer Experience StrategistAt Boardroom Appointments, we're seeking a Customer Experience Strategist to join our team. As a key member of our marketing department, you'll be responsible for developing and implementing customer journey management strategies to drive sales conversion and customer lifetime value.Key Responsibilities:Develop and implement...

  • Customer Experience Advocate

    2 months ago

    Pretoria, Gauteng, South Africa beBee Professionals Full time

    We are seeking a highly skilled Customer Experience Advocate to join our team at beBee Professionals. The ideal candidate will have a strong understanding of customer service principles and practices, as well as excellent communication and problem-solving skills.The Customer Experience Advocate will be responsible for providing exceptional customer service...

  • Customer Experience Representative

    2 months ago

    Pretoria, Gauteng, South Africa beBee Professionals Full time

    beBee Professionals is looking for a Customer Experience Representative to provide top-notch customer service and support. The ideal candidate will have excellent communication and interpersonal skills, as well as a strong customer service orientation.The successful candidate will be responsible for:Providing exceptional customer service and...

  • Customer Experience Administrator

    3 months ago

    Pretoria, South Africa Capsicum Culinary Studio Full time

    Division Tertiary Business Unit Capsicum Culinary Studio Minimum experience Entry Level Company primary industry Hospitality Job functional area Customer Service **LOCATION** Pretoria Campus To manage the front-of-house duties and responsibilities at the welcoming area of the campus, answer all telephonic calls in a professional manner and route the...

  • Customer Experience Associate

    1 month ago

    Pretoria, Gauteng, South Africa Sydsen Full time

    Key Responsibilities:As a Customer Liaison Officer at Sydsen, you will be responsible for ensuring a positive experience for our customers. Your duties will include assisting customers proactively, answering their calls promptly and professionally, and providing estimates and quotations according to company and manufacturer policies. You will also be...

  • Customer Experience Specialist

    1 week ago

    Pretoria, Gauteng, South Africa Signature Cosmetics Full time

    Customer Experience SpecialistAbout Us:Signature Cosmetics is a leading retailer of beauty and skincare products, committed to delivering exceptional customer experiences.Job Summary:We are seeking a highly motivated Customer Experience Specialist to join our team in Pretoria. As a key member of our sales floor team, you will be responsible for creating a...

  • Customer Experience Intern

    1 month ago

    Pretoria, South Africa SHL Full time

    **Vacancy Name** Customer Experience Intern **Requisition No** VN3428 **Time Type** Full Time **Location** Pretoria Office **Additional Location** **Country** South Africa - As we continue to build on our exciting market strategy, there is no better time than to join SHL and be a part of this exciting journey. **Job Summary** **Key...

  • Customer Experience Ambassador

    1 month ago

    Pretoria, Gauteng, South Africa All Stars placement Full time

    Job Summary: We are seeking a highly skilled and customer-focused Front Desk professional to join our team at All Stars placement.Key Responsibilities:Enhance the guest experience by providing exceptional customer service and facilitating special requirements.Communicate guest information to relevant parties, ensuring seamless service delivery.Manage cash...

  • Customer Experience Associate

    1 month ago

    Pretoria, Gauteng, South Africa M Moloto Direct Full time

    We are seeking an enthusiastic and experienced Customer Experience Associate to join our dynamic team at M Moloto Direct, specializing in financial services.As a key member, you will be responsible for delivering exceptional customer service and providing a consultative approach to meet our clients' needs.Key Responsibilities:Deliver customer-centric service...

  • Customer Experience Representative

    2 weeks ago

    Pretoria, Gauteng, South Africa WeBuyCars Full time

    We are seeking a dynamic and proactive Customer Experience Representative to join our team in the Contact Centre. The successful candidate will be responsible for providing telephonic and email support for any queries related to online sales.Key Responsibilities:Provide support to both staff and customers for online sales transactions.Guide customers through...

  • Customer Experience Manager

    1 week ago

    Pretoria, Gauteng, South Africa Elanco Full time

    About the RoleWe are seeking an experienced Customer Experience Manager to join our team in South Africa. In this role, you will be responsible for enhancing customer satisfaction, optimising internal processes, and driving continuous improvement in customer interactions.Key ResponsibilitiesDevelop and implement strategies to elevate the customer experience...

  • Business Development Manager

    3 weeks ago

    Pretoria, Gauteng, South Africa Omega Human Capital Full time

    Omega Human Capital is seeking a highly skilled Regional Manager to oversee the daily operations of three franchise stores.Key Responsibilities: Ensure stores are opened on time, clean, and fully operational. Maintain a vibrant retail environment with excellent customer service. Manage end-of-day operations, including cash-ups and store security. Develop...

  • Customer Experience Improvement Specialist

    4 weeks ago

    Pretoria, Gauteng, South Africa Boardroom Appointments Full time

    Job DescriptionWe are seeking a highly skilled Customer Experience Improvement Specialist to join our team at Boardroom Appointments. This is a 6-month contract opportunity that requires strong analytical and communication skills, as well as technical proficiency in software like Office 365 and Excel.About the RoleMonitor calls to ensure agents adhere to...

  • Customer Experience Administrator

    3 months ago

    Pretoria, South Africa ADvTECH Full time

    **LOCATION** Pretoria Campus To manage the front-of-house duties and responsibilities at the welcoming area of the campus, answer all telephonic calls in a professional manner and route the calls to the required extension & provide efficient ad hoc administrative support to the Campus Head and Customer Relations Officer. **KEY RESULT AREAS** - Manage the...

  • Customer Service Experience Specialist

    3 weeks ago

    Pretoria, Gauteng, South Africa Lionheart Marketing Full time

    We are seeking a highly motivated and experienced Customer Service Consultant to join our team at Lionheart Marketing.Job SummaryThe ideal candidate will have excellent communication skills, a positive attitude, and the ability to effectively resolve customer inquiries and issues in a timely and professional manner.Key Responsibilities:Provide Exceptional...

  • Senior Customer Experience Specialist

    3 weeks ago

    Pretoria, Gauteng, South Africa MPRTC Full time

    Job Title: Senior Customer Experience SpecialistAt MPRTC, we are dedicated to delivering exceptional customer service and experience. We are seeking a skilled Aftersales Consultant to join our team and play a key role in ensuring our customers receive the best possible support.Estimated Salary: $60,000 - $80,000 per annumAbout Us:We pride ourselves on...

  • Customer Experience Development Specialist

    4 weeks ago

    Pretoria, Gauteng, South Africa CTU Career Chatz Full time

    About the RoleWe are seeking an experienced Customer Experience Development Specialist to join our team at CTU Career Chatz. As a key member of our Sales and Marketing department, you will be responsible for designing, developing, and implementing customized solutions within our CRM system to enhance customer satisfaction, retention, and overall business...