Head of Customer Interaction Centre (CIC) at The Coca-Cola Company

Job Description    
Coca-Cola Beverages Africa (CCBA) presents an exciting opportunity for an experienced Head of CIC to join the CCBA Shared Services team. The successful applicant will be reporting into the Operations Manager: IBS (Integrated Business Services).
The CIC (Customer Interaction Centre) is a key customer experience differentiator for CCBA. The CIC is mandated with order generation and first contract resolution query management as to meet the expectations of customers. In doing so, the CIC connects the primary aspects of the value chain, such as sales, logistics, and finance services, to serve customers at each real time and deferred time customer touchpoint. The omni channel model enabled CIC is well established in Southern Africa, with plans to extend across the rest of the CCBA's global footprint.

This role operates in a broadly defined environment, enabling development of priorities, policies, objectives and plans creating a framework for this, and other function to comply and operate within. The changing environment is analysed, interpreted and evaluated for improvements and develops several original solutions for the host of variable complex problems across various functions, taking into account the many variables, in a fast and adaptive manner.

Coca-Cola Beverages Africa is the largest African Coca-Cola bottler, accounting for 40% of all Coca-Cola volumes on the continent. CCBA is a Non Alcoholic Ready to Drink (NARTD) market leader in Africa. CCBA has an extensive footprint in Africa, employing over 16 000 employees. CCBA vision is to Refresh Africa every day and make the continent a better place for all, growing successfully as business and creating a better-shared future for our people, customers, consumers, communities, planet and shareholders.

This role takes business process ownership within their area of expertise, ensuring effective migration of activities that belong in the Center of Scale and managing the relationship with the CoS to provide service excellence to the business. It ensures standardised ways of working. It drives and supports business process standardisation and optimisation, drives innovations as well as coaches and supports SMEs in optimisation initiatives executed. The role will strategically centralise the CIC processes across the group.

Design the CIC strategy, vision and leadership framework for execution.

• Lead the development and implementation of a strong, cost effective and coherent strategic CIC function
• Ensure that the strategic direction is well defined, rooted in excellent business intelligence and reflected in effective policy, planning and delivery.
• Provide strong foundations on which to build the continuous development, improvement, efficiency and success including an environment that fosters innovation and delivery.
• Takes business processes, process ownership within the CIC function ensuring effective migration of activities that belong in the Centre of Scale (CoS) and managing the relationship with the CoS to provide service excellence to the business
• Drives and supports business process standardisation and optimisation, drives innovations as well as coaches and supports SMEs in optimisation initiatives executed. Standardise the way of working within the CIC across multiple counties and business units
• Manage and execute CCBA long and short-term sustainable revenue growth strategies through both the CIC.

Key Duties & Responsibilities    

• Design the vision, strategy, leadership, accountability, management practices for the CIC aligned to the CCBA Commercial strategy
• Build, operate, scale and improve the CIC and operational platforms
• Develop and execute customer experience roadmap and vision
• Develop and implement the CIC strategy and transformation to a personalised customer experience interaction centre
• Develop and implement customer experience roadmap and vision
• Aligning CIC Strategy and resources, systems and policies to deliver on the business strategy
• Determine contact centre operational strategies by leading needs assessments, capacity planning, and cost/benefit analyses
• Developing holistic customer journeys and shaping all customer touchpoints: events, digital and print communication, social media interactions, in order to drive customer experience across all stages of engagement
• Developing and implement an overarching customer communication plan in relation to customer information needs
• Drive appropriate level of audience segmentation to deliver personalised and relevant customer touch-points
• Leads colleagues, leads accounts and prospects of such significance that the role requires ability to manage cross-functional relationships and resources
• Lead and continuously improve and influence the development of Customer Experience within the CIC to effectively and efficiently deliver on customer experience and business objectives
• Lead employees to deliver on business plan
• Build the company’s reputation and drive behaviour in the CIC that will not damage the company reputation
• Provide leadership, support and guidance to the team
• Provide leadership, coaching and capability development programs to enable CIC to meet growth objectives
• Lead the CIC annual planning and validate strategic direction with operational leadership
• Drive a ‘customer first approach’
• Develop high quality relationships with our employees, customers and community.
• Partner and position the CIC within CCBA as an enabler in terms of achieving business objectives
• Building strong, collaborative and effective working relationships with CCBA’s directors and senior leadership to influence the decision-making process and implementation to ensure objectives are met.
• Solves unique and completed sales problems with a broad impact on the business, requires innovative thinking to develop solutions and influence the positioning of customer experience.
• Ensure high level focused improvements
• Develop and communicate business and customer insights which will facilitate decision making and enhance competitive positioning
• Grow relationships with Commercial executives, enabling sales and share growth by developing best in class CIC system enabling the sales and commercial levers
• Identify continuous improvement opportunities and implementation.
• Adopt continuous improvement initiatives and deploy new services where required
• Driving the implementation of appropriate CIC standards, measurements, resourcing and training; maximizing CIC efficiencies and controls; and ensuring that optimal service levels are provided to customers.
• Ensure that the CIC operates in an effective and efficient manner leveraging platforms, capabilities and leadership practices
• Formulate and execute operating expenses and capital investment budgets
• All legal and compliance elements and good governance practices managed
• Integrate CIC within the extended value chain
• Execute long and short-term revenue growth strategies
• Facilitate business plan to meet and exceed targets
• Ensure all relevant business strategies, policies and procedures are implemented and adhered to in order to ensure alignment to business objectives
• Oversee vendor relations, vendor support and service level agreement performance
• Compile annual CIC operational plan, including holiday plans for the group aligning various multi-functions and resources
• Oversee CIC sourcing strategies, implementation and daily operations

Skills, Experience & Education    
Qualifications and Experience:
Education requirement:

• Commercial Master’s Degree or any MBA from a recognised tertiary institution is preferable
• Specialised knowledge:
• ISO 18295 International standard for Customer Contact Centres
• COPC (Customer Operations Performance Centre), customer experience standards
• CIC Workforce management principles
• Quality evaluations methodologies
• Training principles and methodologies
• Industry perspective and organisational knowledge
• Computer literacy essential (Microsoft Dynamics and MS Office experience)
• Appropriate / relevant systems knowledge (CIC Operating software, WFM planning and forecast)
• Fully computer literate
• IR experience

Experience:

• Minimum 10 plus years extensive CIC experience including managing a large contact centre at senior levels, across multiple countries
• Minimum 7 years, managerial experience in Sales and Distribution, including minimum 5 years cross functional experience, e.g. supply chain, logistics, sales
• Multi country contact centre experience at senior level
• Extensive customer experience management approaches and methodologies knowledge
• Extensive FMCG experience

Closing Date: 15th, April 2022