VP Customer Service SSA

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: Masters degree preferred.

Location: Bryanston, ZA

Posted Date: 12/22/2024