Head of Customer & Business Support Operations

Purpose of the Role

The company vision, values and culture are understood, communicated and positively promoted. Be an inspiring leader who can build high morale for all Customer Service Managers, Customer Service Team Leaders and Representatives by providing consistent support and strong positive leadership.

Team Responsibilities (Day-to-Day Responsibilities)

• Promote and reinforce the company vision, values and culture.
• Lead, coach and inspire Customer Service Managers, Team Leaders and Representatives.
• Proactively analyse industry trends and make recommendations to the Head of Customer Experience.
• Develop key metrics and performance indicators to measure customer experience and financial performance.
• Introduce effective change management controls within a fast-paced and evolving environment.
• Identify opportunities to improve productivity across the business.
• Oversee the end-to-end management of the Takealot and Superbalist, including future call centre initiatives.
• Drive the career development of Customer Service Managers through coaching, stretch objectives and ongoing training.
• Build a scalable and sustainable management structure.
• Foster a culture of