NEW

Customer Experience Manager

Posted 24 Jan 2019

We are looking for a Customer Experience Manager to manage the full customer life-cycle experience and achieve our client acquisition and revenue growth targets, ensuring that leads and clients receive high quality, personalized service at all times. This newly created Sales & Support Manager position, reporting directly to the COO, is key to enabling the company to achieve its growth and retention strategies. Key responsibilities would include, amongst others: • Leading and managing the Sales, Support & Onboarding Teams – recruiting, objective setting, coaching, motivating and performance monitoring • Designing and implementing a strategic sales plan that achieves the company’s growth and sales targets • Building and promoting strong, long-lasting client relationships • Reporting & Metrics Management • Cross-functional collaboration – building bridges between Exco, Content, Product, Development, Integrations & Marketing to ensure that Sales & Support is a united, revenue generating hub • End-to-end customer life-cycle management - ensuring that innovation, client centricity and delight is the key priority and culture in the team • Budget Management

Salary
Negotiable

Location
Western Cape, South Africa

Required Qualifications

Knowledge & Experience Required: • A releant tertiary qualification in business administration or a related field • A proven track record of success as a Sales Manager • Previous experience in Customer Support Management • Sound experience in the design, analysis and interpretation of sales and support metrics to measure and track success, as well as in setting plans to address performance gaps. • A proven track record of experience in managing and innovating the customer life cycle, from end-to end (working backwards from the client). • Proven experience in setting targets and goals to achieve business strategy • Demonstrated ability to communicate, present and influence credibly and effectively at all levels • Strong commercial business sense and expertise in drafting legal contracts • Excellent mentoring, coaching and people management skills This Job might be for you if: • You love engaging with staff & clients! • You relate well to people and easily establish good relationships, both internally and externally. • You communicate effectively at all levels. You speak fluently and project credibility. You write well and have stellar grammar. • You respond quickly and appropriately to the needs of others. • You have a knack for explaining complicated things simply. • You are pedantic about details and can easily spot anomalies. • You love solving problems and are not afraid to make tough decisions. • You can plan and execute multiple tasks simultaneously, and in an organized fashion. • You have a passion for motivating, empowering and positively influencing others and have a flair for building team spirit. • You’re level-headed and cool under pressure. When things change, you know how to roll with the punches. • You can tolerate ambuiguity. • You are an out-the-box thinker when it comes to finding solutions for problems. • You are not a lone wolf. You enjoy being part of a wider team and relying on the team’s expertise as our product grows and becomes more complicated. • Basically, you will blow us away with your work ethic, your passion, your integrity, your attitude and your energy!

Additional Info

You’re good at: • The English language (verbal & written) • Client Engagement • Project Management • Narrative writing • Structuring new teams • Leading, managing, motivating, coaching, developing and mentoring Sales and Support Teams • Setting appropriate standards of performance & behaviour • Performance Management • Persuading & Influencing • Networking & collaborating with others • Planning & organising • Using Continuous Improvement tools (such as Lean, Six Sigma, Agile etc.) to improve processes, tech, people and systems • Implementing operational action plans to meet business needs • Management Reporting • Process design, implementation & management • Working in Microsoft Excel & Google Spreadsheets • Setting a good example for the team. Working according to company culture and values, prioritizing ruthlessly, using good communication, and delivering results effectively. • Resolving client escalations regarding sales and service • Providing expertise when setting and adjusting pricing plans and discount rates • Providing advanced negotiation expertise Extra awesome would be: • Your 5-8 years of solutions sales and customer support experience of which at least 3 years should be within a leadership/management role • Bonus points for: o data analysis or BI and Tech solutions experience o tourism industry experience o a relevant qualification or training in Continuous Improvement (Agile, Lean, Six Sigma), Customer Support and/or Contact Centre principles o any experience in the implementation of change management /continuous improvement processes o proficiency in Dutch or German

Contract Type
Permanent

Level
Management

Contact Details

If you are interested in this position, and you meet the necessary requirements, please send your CV and cover letter to me at julie@wetu.com


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