CIC Sales & Service Manager at The Heineken Company

KEY RESPONSIBILITIES

Operating efficiently

• Effective complaint and enquiry management through execution of sound case management techniques.
• Plan, prioritize and delegate work tasks to ensure effective functioning of the department.
• Oversee the achievement and maintenance of agreed customer satisfaction levels and standards.
• Ensure accurate reporting that is aligned with customer expectation.
• Drive consistent achievement and compliance of quality requirements / benchmarks.
• Responsible for the operational management of the CIC function in terms of percentage shrinkage, ratio of calls/contacts per agent, labour days paid, ratio of scheduled time to schedule adherence, percentage absenteeism, hours of training interventions, percentage improvement in cost to revenue ratios, customer satisfaction, KPI’s and specific measures agreed and monitored with team leaders to maximize performance and customer delight and minimize cost per call minute.
• Set key performance measures in terms of service level adherence, percentage first contact resolution, average response times, percentage complaints vs. compliments vs. escalations, average abandonment rates, correctness of training / communication and coaching materials through utilization of Telephony systems to maximize productivity levels.
• Manage marketing campaigns from inception to the completion of customer service surveys where applicable.
• Manage any agreed business campaigns approved by the SSC on behalf of the Heineken Beverage Business Units
• Structure, develop and maintain the CIC consultant’s skill set to minimize Heineken Beverages exposure to product liability through training and standard process setting.
• Drive sales through cross and up selling opportunities whilst interacting with customers daily.
• Communicate and mediate with relevant external Legal Councils on cases elevated from these sources to minimize adverse public exposure.
• Adhere to master data governance and escalation procedures.
• Develop incentive strategies to drive sales.
• Develop more technical capabilities within the department to ensure that staff are adequately developed and supported with the growing demand of technical skills to support a growing consumer base of self-service customers.
• Stay abreast of all new age technologies that enable self-service and identify opportunities where processes can be automated and transitioned to self-service processes.

Winning with consumers and customers

• Evaluate customer delight levels through Quality Assurance evaluations as well as Satisfaction Survey analytics and ensure team leaders and consultants take appropriate remedial actions to maximize customer satisfaction.
• Develop strategies for the improvement of service levels and escalation measures with key stakeholders, customers and internal departments to provide feedback through report analysis of customer concerns and make recommendations for preventative measures and/or product development to ensure service standards are consistently being achieved.

Growing the Business

• Be aware of latest developments in technology and how this applies to upgrades of current technology and new technology that should be considered by the business for implementation or integration in the CIC Inbound team.
• Develop business and market the CIC Inbound function to entities within and outside the organization to ensure the CIC meets its targets in respect of customer service, sales / revenues, whilst decreasing cost to revenue ratios.
• Create shareholder value by growing the business assisting with the acquisition of new customers for Heineken Beverages coupled with sound retention strategies to retain the current customer base.
• Show creativity in identifying and recommending new business opportunities and /or re-engineering business processes and procedures to further enhance the Customer Relationship Management strategy both short and long term.
• Keep CIC management team fully informed about latest industry related matters and product innovations and ensure knowledge base is kept up to date.  

People and Expectations

• Manage people development initiatives and people development processes such as performance management, succession planning and talent management to meet functional performance standards.
• Assess team development needs and close gaps through coaching, training and creating a pro-learning environment!
• Ensure operational team performance through effective management within policies and procedures to ensure achievement of standards/objectives!
• Ensure that recruitment, selection and training of new staff, relating to turnover and growth, is carried out on time and in accordance with the recruitment and training plan.
• Perform side by side coaching with team leaders to develop their skills in leadership pertaining coaching and development, contact center operations and problem solving.
• Ensure team leaders monitor adherence to processes and procedures, review and agree recommendations on performance improvements, enhancements, streamlining and redesigning of processes.
• Leverage relationships between key stakeholders, customers and working groups through personal contact, meetings and reviews of service level agreements in order to achieve buy-in in terms of total customer satisfaction.
• Promote team spirit, co-operation and morale, within and across teams.
• Ensure that Heineken Beverages Corrective Action Code and Procedure is correctly followed with assistance of Human Resources
• Be responsible for good housekeeping and safety practices in the office environment.
• Drive of change and support employees through change processes and improve NPS.
• Cultivate a culture that supports GBS (Shared Services division) Operations and Contact Centre Best Practices.

EDUCATION & EXPERIENCE

• Minumum Qualification - Bachelor's Degree in Relevant Field
• Minimum 8 Years’ experience in Public Relations – Dealing with Customers / General Public in a service / sales-oriented call / contact centre.
• Thorough understanding, interpretation and communication of Contact Centre metrics, statistics, data & actions to improve contact quality, customer service, revenue generation and productivity.
• Thorough understanding of service level agreements and negotiation with business partners, dealers, CIC Ops support and other suppliers.
• Thorough understanding of leadership skills, coaching methods, people management, sales generation and sales management, principles and practices of CIC management.
• Thorough understanding of all business technologies, processes and principles in the CIC and how they interrelate and align.
• Thorough understanding of interaction centre forecasting and work force management.
• Thorough understanding of key measures of service, sales generation and its impact on interaction centre success in the context of CRM strategy and vision.
• Sound knowledge of Sales, Marketing and Distribution / Supply Chain processes in manufacturing & distribution operations will be highly advantageous.
• Previous experience in the wine and liquor manufacturing and distribution industry will be highly advantageous.
• Excellent conflict management and resolution skills.
• Excellent verbal & written communication skills.
• Excellent analytical skills. Understanding of financial principals and business management.
• Excellent ability to facilitate and manage change.
• Product and retail selling knowledge.
• Innovative, resourceful and self-disciplined.
• Excellent performance orientation coupled with strategic and entrepreneurial thinking.