VP Customer Service SSA

1 month ago


Sandton, South Africa Recruitment Matters 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:

  • Master’s degree preferred.


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