CX & Ops Support Manager - Cape Town at The Heineken Company

KEY RESPONSIBILITIES

• Lead a Customer Board with Exco senior leadership to objectively provide a voice for customer and consumer feedback, required business interventions and reset for how things have historically been viewed.
• Ensure a clear understanding of the company’s vision and goals and respective contribution from Customer Experience Excellence.
• Create and execute a Customer Experience strategy, including, but not limited to, global benchmarking, digital customer experience evolution and channel adoption, research and customer channel interaction analytics.
• Establish and roll-out a Customer Experience maturity roadmap for holistic management as internal capabilities increase and external expectations evolve.
• Drive an appropriate level of audience segmentation to deliver personalized and relevant customer touchpoints through strategic partnerships with suppliers and partners.
• Devise and implement insightful customer experience feedback mechanisms and UX as a norm to contribute to data driven decision making.
• Coordinate the various roles associated with Customer Experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touchpoints.
• Lead innovative, disruptive, fresh and modern customer interaction projects.
• Understand business and financial measures when working on customer retention (NPS, eNPS, NPV, Cost Benefit Analysis, Cost to Acquire, Cost to Serve etc.).
• Take full ownership of key performance indicators relevant to stages of customer engagement.
• Proactively influence customer needs and manage the customer’s lifecycle.
• Personal effectiveness & excellence – Display an iterative learning mentality.  Actively seeks out opportunities to learn and develop and promotes learning and development in others.
• 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.

EDUCATION AND EXPERIENCE

• Relevant Bachelor's Degree
• Minimum of 8 years’ experience Customer Service experience.
• Minimum of 5 years in managing operational capabilities, quality assurance, learning and development, workforce management.
• Lean/Six-Sigma or Agile certification will be an advantage.
• Process engineering and/or Design thinking will be beneficial.
• Certified Customer Experience Professional (CCXP).
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.
• Demonstrated experience in designing and implementing Operational Workforce planning methods/processes, L&D Process Management and Contact Centre Total Quality Management Processes.
• Track record of customer-centric decision-making.
• Tech-savvy in evolving technologies.
• Manage BU budget, to acceptable levels while continuously contributing to a positive spend.
• Comfortable with public speaking and facilitating large group sessions.
• Excellent contextualization skills to empathize and understand customer pain points and work with them towards resolution.
• Product and organizational knowledge
• Able to work in a high growth, fast aced and ever-changing environment.
• Good written, verbal and presentation communication skills
• Excellent reporting skills and the ability to effectively communicate key initiatives and measures to stakeholders at various levels
• Work experience in multiple such as voice of customer, experience design, digital UX, customer intelligence, customer loyalty or multiple functional areas, such as marketing, quality, service, etc.
• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
• Resilience - Remains determined despite frequent obstacles. Possess high levels of EQ. Able to work in a high growth, fast aced and ever-changing environment.
• Creative - The ability to use imagination and new ideas to produce solutions.
• Innovativeness - The ability to formulate new ideas or to adapt or use existing ideas in a new or unexpected way to solve problems. Ensures a 'Consumer and Customer focused' approach is implemented in own division.
• Entrepreneurial – The ability to think ahead to spot or create opportunities and maximize them. Builds collaborative relationship and networks – People and relationship building centric. Develops internal/external relationships with an organization focus, to resolve both short-term issues and advance longer-term projects/work.
• Entrepreneurial – The ability to think ahead to spot or create opportunities and maximize them. Builds collaborative relationship and networks – People and relationship building centric. Develops internal/external relationships with an organization focus, to resolve both short-term issues and advance longer-term projects/work.
• Engagement skills - Communicates persuasively and confidently to influence and negotiate positive outcomes.  Ability to use storytelling to effectively inspire stakeholders to implement the proposed actions/ solutions.
• Leading change – Change Management advocate. Experienced in navigating ambiguity and change with an entrepreneurial mindset. That involves, supports and motivates others in finding improved ways of working. This includes the ability to inspire and motivate the team towards a common vision and to challenge the status quo and drive change in the business environment. The ability to challenge the status quo and drive change in a business environment
• Responsible & Accountable - The ability to work in a way that considers its impact on
• Challenging - The ability to challenge the status quo and drive change in a business environment.