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  • Posted: Feb 23, 2021
    Deadline: Not specified
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    Pick n Pay Stores Limited, through its subsidiaries and associates, operates in the retail sector on the African continent. Pick n Pay is the quintessential family store focused on the customer. Since 1967 when consumer champion Raymond Ackerman purchased the first few stores, the Ackerman family’s vision has grown and expanded to now encompass stores...
    Read more about this company


    Customer Success Manager - On Demand

    This exciting opportunity exists in our Online Shopping Division in Cape Town. We are looking for a Customer Success Manager to lead our Customer Service function to ensure our clients are satisfied with the level of service they receive and to ensure that they keep choosing Pick n Pay Online.

    Minimum Requirements    

    • MSc degree in Business studies, Engineering, Supply Chain/Operations related studies
    • 8 years' experience in Customer Service Management
    • Previous experience within the retail environment advantageous
    • Previous experience within Pick n Pay advantageous
    • Previous experience within the on-demand industry advantageous
    • Advanced MS Excel and Powerpoint
    • Data Analysis

    Experience in a range of learning facilitation techniques

    Duties & Responsibilities    

    • Define the strategy and execution plan to build a World-Class Customer Service team
    • Take charge of the customer service function, establish a strong customer service culture and building the best customer service team
    • Define and support the customer journey - from acquisition to repeat usage of the service
    • Ensure effective implementation of the strategy by providing direction, structure, frameworks, models, plans and roadmaps
    • Build and maintain productive and trusting relationships within the team and business partners to ensure roadmaps and processes are working collaboratively
    • Interaction with operations staff, problem solving and ensuring exceptional customer service is maintained
    • Customer focus through sustainable improvement in App Rating and CSAT scores
    • Upskill every team member on customer service end-to-end, ensuring the Online team abides by the highest CS standards
    • Freshdesk management and reporting


    • Solutions-oriented, can-do attitude; self-motivated
    • Strong organizational & prioritization skills
    • Excellent communication skills, both verbal & written
    • Ability to interact with internal & external stakeholders at all levels
    • Adaptable to change
    • Comfortable with learning and adapting to new systems
    • People orientation
    • Attention to detail
    • Absorb pressure positively

    Additional Information    

    •  Competency based interview to assess above requirements
    •  Short-listed applicants may be subjected to relevant assessments

    Method of Application

    Interested and qualified? Go to Pick n Pay Stores Limited on to apply

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