Customer Success Manager - On Demand at Pick n Pay Stores Limited

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

Competencies    

• 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