VP Customer Service SSA - Sandton - HR Genie

Description

Transforming Customer Experiences

Regional Leadership Role

We are seeking a seasoned VP Customer Service SSA to spearhead the customer service function across our region. This critical position is pivotal in delivering unparalleled customer experiences and driving operational excellence.

Key Responsibilities:

• Develop and Implement Regional Customer Service Strategy: Align with global vision and business objectives, ensuring seamless execution.
• Set Strategic Direction and Oversee Operational Plans: Drive targeted results through measured and budgeted initiatives.
• Influence Customer Experience Strategies: Support regional network growth through informed decision-making.
• Lead Strategic Activities: Organize and execute high-impact initiatives that drive significant business growth.
• Ensure Consistent Daily Operations: Manage customer service teams, monitor KPIs, and calibrate quality standards.
• Foster Engagement and Motivation: Act as chief energy officer, driving high performance among regional teams.
• Represent the Region: Participate in global and regional executive committees, providing expert insights.
• Analyze Market and Customer Information: Inform targeted customer service strategies through data-driven insights.
• Provide Expert Input: Contribute to regional business decisions and programs, ensuring customer-centric solutions.
• Formulate and Oversee Regional Customer Service Programs: Develop and implement policies, processes, and innovative technologies.
• Monitor Customer Feedback: Implement sustainable solutions to enhance service delivery and improve customer satisfaction.
• Benchmark World-Class Practices: Embed best-in-class customer service standards at the regional level.
• Collaborate Across Functions: Align customer service strategies with business objectives through cross-functional collaboration.
• Lead Voice of Customer Team: Enhance customer experience through team development and strategic initiatives.
• Explore Digital Solutions: Identify and implement innovative technologies to elevate customer service standards.
• Manage Critical Agreements: Collaborate with internal and external stakeholders to drive successful partnerships.

Required Skills:

• Strategic Leadership and Vision-Setting
• Expertise in Driving 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

Preferred Qualifications:

• Masters Degree