At Blue Label Distribution, our brand philosophy is that we can create and distribute anything that is able to be digitised. Our Blu-approved brand is the face of our service offering and is underpinned by a world-class technology platform for both online and offline commerce. With a point of sale network of approximately 150 000 devices, we provide a distribution footprint across all income groups. 85% of our income comes from merchants in the informal sector.<\/p>\n
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Job Title: Customer Experience Manager<\/strong> Job Summary: Requirements:<\/strong> Operations Management:<\/strong> Continuous Improvement:<\/strong> Logistics Management:<\/strong> Self-Management:<\/strong> Leadership:<\/strong>
\nLocation:<\/strong> Sandton, Gauteng, South Africa
\nReference #:<\/strong> Phi3
\nContract Type:<\/strong> Permanent
\nSalary:<\/strong> Market Related<\/p>\n
\nSupports direct sales through leading the implementation of the omni-channel strategy. Proactively manages and supports the effective onboarding of customers, query resolution, account support, product availability and customer retention. A critical lever to delivering an exceptional end to end customer experience.<\/p>\n
\nRESPONSIBILITIES:<\/strong>
\nDrive and improve customer engagement
\nLead the implementation and evaluation of strategic, tactical and operational customer experience and engagement plans to support retention and market penetration.
\nLeads and manages the customer interaction center for SA Distribution and looks for opportunities to expand customer base and service offering.
\nLeads and manages the self-service portal for the SA Distribution group.
\nCollaborates with the General Managers, TicketPro Director and Channel
\nManagers to agree strategic, tactical and operational plans.
\nManages service levels as per segmentation and omni-channel strategy.
\nAdvises the Senior Leadership on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response
\nPlan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers.<\/p>\n
\nEnsure Customer Interaction Centre operations are effectively and efficiently managed and that all prescribed operational objectives and targets are met.
\nEstablish the Customer Interaction Centre as a team of global best practice operators with superior customer satisfaction ratings.
\nEnsure all service levels and response time targets are met
\nDrive customer-centricity through all work plans, schedules, measures and training activities
\nManage all functions of Customer Interaction Centre delivery and ensure a continuous alignment with the Sales agenda
\nDesign, deliver and maintain all processes and policies relating to resource scheduling and forecasting.
\nPlan for the most efficient workload and resource schedule.
\nMonitor and manage quality input into the database
\nEnsure tight alignment with support functions to drive best-in-class finance, HR and IT practices<\/p>\n
\nDesign and deliver a scorecard of measures encompassing all relevant aspects of Customer Interaction Centre operations
\nProvide monthly and quarterly reporting on all relevant Customer Interaction
\nCentre indicators, illustrating trends and plans for continuous improvement.
\n(Timing of reports may vary dependent on requirements)
\nManage service level performance against defined targets and metrics and course correct when necessary
\nEnsure the QA Specialist meets or exceeds quality monitoring scores in accordance with defined targets
\nExtract telephone reports daily, weekly and monthly and analyze data for continuous improvement<\/p>\n
\nCollaborate with commercial and category teams to manage stock levels of devices, BTL, delivery times and transport costs.
\nCollaborate with 3G to coordinate and control the order cycle and delivery of products and services to customers
\nDevelop call cycles for CRCs and TSCs using routing and scheduling capability to improve customer service and lower cost to serve.
\nAnalyze data to evaluate performance, quality of service and to plan improvements
\nAllocate and manage staff resources according to changing needs
\nLiaise and negotiate with customers and suppliers<\/p>\n
\nSet an example through personal quality and productivity standards and ways of working with others.
\nDemonstrate consistent application of internal procedures. Plan and priorities, demonstrating abilities to manage competing demands.
\nDemonstrate abilities to anticipate and manage change. Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational and team.<\/p>\n
\nBe an effective inspirational leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders.
\nCoach, counsel and train digital team, operational managers and staff to apply, support, sustain and develop a continuous improvement culture.
\nRole model behaviour and motivate team members in line with the Blue Label Telecoms values and ethos.
\nGuidance of others and active development of self to improve on their technical and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied through the business.
\nTranslates strategy into goals for performance and growth helping to implement organisation-wide goal setting, performance management, and annual operating planning.
\nIdentify the capabilities needed to meet the current and emerging business needs of the organisation. Evaluate current capabilities, identify gaps, and prioritize development activities<\/p>\n