Manager: Customer Engagement Jobs

Purpose

To develop, implement, and manage customer engagement strategies and operational measures. This role aims to promote a culture of excellent customer service and support the organization’s strategic objectives.

Minimum Requirements

Qualifications

• Diploma + Advanced Diploma / B-Degree in Communications, Marketing, Customer Relations Management, or a related field (NQF Level 7)

Experience

• 10 years of relevant work experience in Customer Services (Operational Level)
• 3 years of managerial experience (Managerial Level)
• Proven track record in executing and formulating corporate strategies for Customer Service Management, Customer Communications, and Call Centre Management (Operational Level)

Duties and Responsibilities

Operational Management

• Contribute to the development of operations strategy for the Division and align it with the overall plan for the Customer Engagement business unit.
• Measure productivity and efficiency against set objectives.
• Drive continuous improvement activities.
• Manage the business unit to support business objectives.
• Deliver services within timelines and quality standards through effective resource management.
• Use business insights to create reports and metrics that guide decisions in your area of responsibility.
• Implement measures to boost productivity.

Functional Management

• Develop and implement operational plans for digitizing and automating Customer Engagement processes where appropriate.
• Define and implement high-level Customer Engagement business architecture to support SABS strategy execution.
• Plan and execute strategic customer loyalty plans, organization-wide meetings, and broadcasts to embed the customer journey vision, mission, and goals.
• Manage customer experience through feedback and engagement improvement initiatives, including surveys to assess SABS’ reputation among stakeholders.
• Develop “voice of the customer” focus groups for input on service improvements.
• Manage data collection for customer complaints and ensure effective resolution.
• Provide public and customer communication channels and strategies for handling queries and cost-effective contact processes.
• Develop workflow processes and procedures to enhance the customer experience.
• Identify opportunities to increase corporate goodwill.
• Stay updated on the latest developments in customer experience management.
• Review, develop, and implement the SABS integrated customer engagement strategy, policies, procedures, frameworks, and plans based on market and business needs.
• Oversee customer surveys to analyze reputation among audiences and stakeholders.
• Develop initiatives to improve the customer experience.
• Create key customer maps to prioritize complaint resolutions.
• Oversee development of workflow processes to enhance customer experience.
• Develop cost-effective customer contact and call centre processes.
• Implement tools to measure customer views, perceptions, and suggestions.

Risk and Compliance Management

• Mitigate risks through fraud controls, risk prevention, governance, and compliance processes.
• Coordinate and maintain quality risk management in line with ISO/SANS, accreditation, and regulatory requirements.
• Monitor regulatory changes and implement necessary operational controls.
• Support internal and external audits, accreditation, and regulatory requirements.
• Oversee maintenance and enforcement of Service Level Agreements to minimize risks and ensure business continuity.
• Ensure team adherence to all relevant laws, policies, and Standard Operating Procedures.

Financial Management

• Provide input for annual budget planning aligned with tactical delivery plans.
• Implement, manage, monitor the budget, and report on variances.
• Deploy financial controls to manage the budget effectively.

People Management

• Manage direct reports to achieve divisional strategic objectives.
• Promote high performance through employee empowerment, skills development, retention, and succession planning.
• Foster an environment of integrity and ethics in all processes.
• Lead Customer Engagement by providing vision, prioritizing resources, aligning the team, managing performance, and driving a customer-centric culture.
• Address performance issues and develop subordinates to meet standards.
• Champion change, culture, and diversity projects in Customer Engagement.
• Recruit and retain key talent for internal processes and team work.
• Implement a learning culture within your scope.

Stakeholder Management

• Develop and maintain a customer database for SABS.
• Identify and resolve internal barriers to excellent customer service.
• Build and maintain relationships with internal and external stakeholders for expectations management, knowledge sharing, and reputation management.
• Participate in organization committees and task teams as required.
• Host customer engagement sessions to promote business unit services.
• Attend meetings and present performance information to stakeholders.
• Resolve operational complaints promptly or escalate as needed.
• Provide technical support and advocacy on Customer Engagement matters.
• Support disputes and appeals when required.
• Follow up on corrective and preventative actions from functional areas.