Divisional Head: Customer Partnering at South African Bureau of Standards (SABS)

Purpose Statement

• To position SABS to grow and retain its client base, increase revenue and market share in line with organisational needs, build a world-class corporate brand, and oversee the development and execution of the SABS Customer Engagement Model to enable relevant business solutions in line with the organisational mandate.

Minimum Requirements    
QUALIFICATIONS AND SPECIAL CERTIFICATIONS/REGISTRATION

• Honours Degree in Marketing Management, Business Management, or a related field. (NQF Level 8)

EXPERIENCE

• 10 years' work experience in Marketing, Sales, Business Development, Customer Services and/or Public Relations (Operational Level)
• 3 years' senior management experience (Senior Managerial Level)
• 5 years' management experience (Managerial Level)
• Proven track record in leading strategy formulation for customer service management at organisational level (Senior Managerial Level)
• Proven experience in designing and utilising optimal marketing mix for communication and brand promotional initiatives (Senior Managerial Level)
• Proven track record of overseeing strategic revenue generation partnerships and managing integrated prospects-to-lead generation and sales pipelines (across multiple value chains) at corporate level (Senior Managerial Level)

Duties and Responsibilities    
Strategic Leadership 

• Leading the development, management and execution of the Customer Partnering strategy, covering Product, Solutions, Client & Market Innovation, Marketing and Communications, Sales & Business Development, Customer Services, and Business Solutions and Advisory Services.
• Providing input into the organisation's overall strategy, policy and decision-making.
• Managing tactical annual work plans and associated procedures to establish a single sales point of entry and improve cohesion across business sectors.
• Collaborating with the COO on Customer Partnering strategy and revenue growth to improve performance, profitability and organisational sustainability.
• Aligning the Customer Partnering strategy with the requirements of relevant sub-business units.
• Establishing strategic goals and objectives that support SABS and subsidiary strategies.
• Managing the extended Customer Partnering value chain, both internally and externally.
• Establishing, maintaining and improving standard operating procedures, policies and guidelines in consultation with the COO and executive members.
• Developing a Centre of Excellence that balances technical knowledge with customer and stakeholder requirements.
• Ensuring productivity is measured against strategic objectives.
• Establishing an integrated marketing, sales and business solutions blueprint to leverage growth opportunities.
• Developing business development frameworks and sales tactics to grow the SABS footprint.
• Ensuring objectives are achieved and corrective action is taken when operational targets are missed.

Operational Management 

• Developing and executing the Customer Partnering Operational Plan in line with organisational plans and capacity requirements.
• Improving operational processes, efficiency and workflow integration.
• Translating the divisional operational plan into business activities and targets to achieve growth.
• Implementing methodologies, pipeline and metrics tracking, business processes, workflows and tools.
• Leading marketing and sales strategy formulation and revenue-generation metrics.
• Establishing the SABS brand value proposition across the business value chain to convert prospects and leads into customers while retaining existing customers.
• Establishing corporate frameworks for communication publications and advocacy material, in print and online.
• Monitoring the business landscape for emerging sales risks and implementing mitigation measures.
• Developing and implementing customer journey mapping and improvement plans.
• Establishing inbound and outbound marketing methodologies.
• Analysing and improving brand performance, competitiveness and public relations image to expand the customer base.
• Establishing and managing the optimal marketing mix and sales tactics in collaboration with business units.
• Analysing and communicating Customer Partnering trends and results to heads, business unit managers and relevant stakeholders.
• Identifying new products, solutions and markets to drive growth.

Risk and Compliance Management 

• Mitigate Customer Partnering risks through fraud controls, risk-prevention principles, governance processes and compliance tools.
• Coordinate and maintain quality risk management in line with SANS/ISO 31000, accreditation and regulatory requirements.
• Monitor legislative and regulatory changes and ensure operational controls are updated accordingly.
• Support internal and external audits and accreditation requirements by providing evidence.
• Oversee the development, maintenance and enforcement of relevant Service Level Agreements to minimise business risk and ensure continuity.
• Ensure the team adheres to applicable laws, policies and standard operating procedures.
• Ensure compliance with national legislation and SABS policies and procedures, including the Code of Ethics, PFMA and BBBEE requirements.

Financial Management 

• Contribute to the planning and compilation of the divisional annual budget in line with operational and strategic delivery plans.
• Lead financial performance and improve service-delivery efficiency.
• Develop and manage financial plans, forecasts and budgets for Customer Partnering initiatives in line with business strategy.
• Determine and allocate budgets for key-account and customer activities.
• Implement, manage and monitor the divisional budget.
• Identify, mitigate and report budget variances.
• Establish appropriate financial controls.
• Ensure Customer Partnering's financial sustainability aligns with organisational objectives.
• Manage the achievement of revenue targets.

People Management 

• Leading Customer Partnering by providing a clear vision, prioritising resources, aligning the team and addressing non-performance.
• Building a customer-centric performance culture and setting and cascading appropriate KPAs.
• Driving the achievement of the division's strategic objectives.
• Managing direct reports proactively.
• Ensuring employees have the required skills and competencies through mentoring, coaching and development.
• Maintaining strong human capital performance through employee engagement, empowerment, skills development, talent attraction and retention, and succession planning.
• Ensuring employees receive appropriate training and development.
• Promoting integrity and ethical conduct through organisational processes, procedures and practices.
• Championing change, culture and diversity initiatives.
• Establishing a learning culture.
• Developing technical and leadership skills strategies in consultation with Human Capital Management.
• Managing cross-divisional teams to support the sustainability of large, multi-year contracts.
• The learning-culture responsibility appears twice in the source document.

Stakeholder Management 

• Identify and remove internal systems and procedural barriers that affect customer service.
• Build and maintain effective internal and external stakeholder relationships for expectation management, knowledge sharing, integration and reputation management.
• Represent SABS on committees and task teams when required.
• Provide technical support and advocacy on Customer Partnering matters.
• Convene, chair and attend meetings and present performance and business information to stakeholders.
• Provide technical support on projects when required.
• Build relationships with SABS clients and service providers to ensure appropriate service standards.
• Manage customer complaints through timely resolution or escalation.
• Coordinate stakeholder activities across divisions.
• Analyse queries and develop proactive mechanisms to resolve customer issues and share lessons learned.
• Document stakeholder engagements to support continuity.

Deadline:3rd November,2026