General Manager Campaign And Service manager

Godisanang Recruitment (Pty) Ltd

west d / work from home west d, west rand

Godisanang Recruitment (Pty) Ltd

General Manager Campaign And Service manager

Godisanang Recruitment (Pty) Ltd

  • R Undisclosed
  • Permanent Management EE position
  • West Rand, Gauteng (Work From Home)
  • Posted 19 May 2022 by Godisanang Recruitment (Pty) Ltd
  • Expires in 34 days
  • Job 2466761
Apply Now

About the position

  • The General Manager of Campaigns and Service Management holds the overall responsibility of increasing customer loyalty and retaining their business - both from a strategic and operational perspective.
  • This team develops retention and loyalty strategies in collaboration with business units (such as CVM) and communicates with customers to either resolve their issues or retain business- they ensure that these sales are aligned to the customer expectations to ensure customer satisfaction.
  • Ensure service complaints based on source SLA's - ICASA, CGSO, NCC, Small claims, Media, Executives are attended to efficiently and effectively and that customers who have low NPS scores are retained and recovered.
  • To develop and manage key relationships between the business and its outsourced partners in alignment with the Customer Experience strategy, thereby contributing to the consistent delivery of excellent customer service.

QUALIFICATONS and EXPERIENCE

  • Bachelor's level degree required, preferably in Economics, Statistics, Finance, Marketing Analytics
  • Post Graduate Degree in Economics, Finance an advantage
  • MBA an advantage
  • Experience
  • More than 8 years of contact centre and BPO experience
  • More than 10 years of managing vendor operations specific to performance, commercial and contractual level
  • Relevant Telco industry experience
  • Demonstrable commercial and business acumen with experience in making significant business decisions
  • Proven track record of working with ExCo and leadership teams internally
  • Proven track record of leadership skills with the ability to motivate and develop large groups of people through several levels of management
  • Proven record of delivering high standards of service and experience
  • Bachelor's level degree required, preferably in Economics, Statistics, Finance, Marketing Analytics
  • Post Graduate Degree in Economics, Finance an advantage
  • MBA an advantage
  • More than 8 years of contact centre and BPO experience
  • More than 10 years of managing vendor operations specific to performance, commercial and contractual level
  • Relevant Telco industry experience
  • Demonstrable commercial and business acumen with experience in making significant business decisions
  • Proven track record of working with ExCo and leadership teams internally
  • Proven track record of leadership skills with the ability to motivate and develop large groups of people through several levels of management
  • Proven record of delivering high standards of service and experience

POSITION OUTPUTS
Strategic Input:

  • Crafts retention and loyalty strategies/ concepts for retention/growth initiatives.
  • Ensure a balanced allocation of resources across the company for implantation of tactical initiatives
  • Provide input into the design of the strategic roadmap to define the measurement of process performance impacting customer churn, sales campaigns and all other sales activity that drive revenue
  • Is aware of customer journeys as w ell as customer choice scenarios (external choices) and uses these to explore areas w here additional value can be deliver to the customer
    Operational Service Management Performance Management
  • Accountable for the business operational indirect sales (multi-channel contact centres) and retention channels via in-house teams as well as outsourced vendors.
  • Ensure that performance levels are on target and delivered in accordance with the contract and statement of work,
  • Formulate, implement and management if performance recovery plans if and when the situation requires
  • Facilitate, support, implement and manage any operational change management or transformation plans
  • Formulate, implement, and manage various overlay incentive programmes in order to drive incremental performance levels
  • Implement and drive regular performance benchmarking exercises between the vendors to create a healthy competitive environment
  • Ensure that all vendors are fully supported in all areas by the business in order to maximize performance levels
    Operational Service Management Compliance Management
  • Ensure that operational audits and health checks are completed and reported in regularly in order to ensure risks are identified and mitigated against
  • Ensure that all vendors operational processes, systems, facilities, and infrastructure are secure and compliant in accordance with the various and relevant legislative requirements and best practice.
  • Through industry knowledge and presence, constantly evaluate the marketplace for best practice, legislation, and supplier capabilities
  • Monitor, tracking and reporting of all vendors/in-house teams risks, which may relate to legislation, best practice adherence and/or the contract.
    Complaints and Service Recovery:
  • Ensure service complaints based on source SLA's - ICASA, CGSO, NCC, Small claims, Media, Executives are Implement initiatives
    Customer and Partner Satisfaction:
  • Understand customer and partner needs, develop, and fine-tune systems and service delivery, accordingly, ensuring that effective PPP's are in place, valid and consistently applied.
  • Build and maintain solid relationships with all stakeholders and ensure effective and consistent delivery of excellent customer experience.
  • Assist in the alignment of service delivery to changing business needs and ensure effective customer and stakeholder management.
  • Build a reputation for meeting customer and partner contact and service strategies, internally within the business and externally, to ensure leadership in the Telco call centre market.
  • Investigate, research, and maximize technology to provide state of the art customer service.
    Financial Management:
  • Full contractual and commercial management of all indirect (non-face to face) sales and retention vendors
  • Ensure that the correct and relevant targets are agreed, contracted, managed, and reported on - sales, saves, conversions, SLA, GOS, Abandon rate, Productivity, etc.
  • Ensure that all vendors legal contracts and commercial models are implemented and reflected in the daily, weekly, and monthly performance levels and outputs
  • Ensure that terms and provisions in the contracted statement if work are at adhered to, monitored, tracked, and managed accordingly.
  • Ensure that the various operation is delivered within the approved financial budget, penalties applied and/ or over achievement rewards paid
  • Forecast, plan, develop and review the budget for the Customer Experience Strategy and Design Department and secure the necessary approvals
  • Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
  • Base annual budgets on the identification of trends and patterns within the current operations and extrapolate these over the next planning cycle, taking any known changes in new products or services into consideration
  • Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios
  • Identify and exploit opportunities to generate additional revenue
  • Ensure that all the business company financial targets are met
  • Ensure Vendor & IT costs are effectively managed
    Stakeholder Management:
  • Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT, and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy
  • Advocate for changes in other departments' ways of working and cross functionally collaborate with teams to implement a change, if required, for the improvement of overall customer experience

Desired Skills:

  • BPO experience
  • vendor operations
  • CX Strategy

Desired Work Experience:

  • More than 10 years

Desired Qualification Level:

  • Degree

Apply Now

Godisanang Recruitment (Pty) Ltd

About the agency

Our future is one of a true South African organization contributing to the growth of talent and staff within the South African climate.Our business philosophy is premised upon the belief that employees are not merely people filling positions, but rather the critical building blocks of our clients’ business strategies, driving business growth and solving business issues.Partnership implies a mutual striving towards business goals and strategies – with Godisanang Training & Recruitment taking responsibility for supplying the material, the right skills and the right people.With over a quarter of a century’s combined experience in both the recruitment and human resource industries, all of our clients and candidates are promised exceptional reliability and integrity as part of our service offering. All of our consultants are committed and trained in their respective industries and are kept up to date with the latest industry and management trends.We are linked in partnership with some of South Africa’s finest employers, some of whom have international links. Unlike any other ordinary recruitment agency that collects and forwards resumes to clients, we are a talent search agency.We offer a full bouquet of recruitment services, specifically including the following service:- Experience and competency based interviewing- Employment reference checking- Credit and criminal checking- Closing on salaries and candidate expectations.We diligently follow a process from first point of contact with our candidates to ensure an effective and accurate response for our clients’ needs.Because we are aware of the tough competition out there, we wish to retain and satisfy our carefully chosen elite clients through the provision of a world class service and support, which ultimately is our business mission. We endeavor to meet this goal by identifying and linking our clients to the appropriate talent in the job market.By forming this partnership with you, you will be provided with a consultant who will deal exclusively with your organization, somebody who knows the inner workings of your organization and whom you can trust to interview and screen the right candidate for the job.Each of Godisanangs’ consultants possesses in-depth knowledge and experience in their recruiting fields. By doing this, you are guaranteed of a knowledgeable consultant focusing on your requirements.

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Expires in 33 days

About the position

  • The General Manager of Campaigns and Service Management holds the overall responsibility of increasing customer loyalty and retaining their business - both from a strategic and operational perspective.
  • This team develops retention and loyalty strategies in collaboration with business units (such as CVM) and communicates with customers to either resolve their issues or retain business- they ensure that these sales are aligned to the customer expectations to ensure customer satisfaction.
  • Ensure service complaints based on source SLA's - ICASA, CGSO, NCC, Small claims, Media, Executives are attended to efficiently and effectively and that customers who have low NPS scores are retained and recovered.
  • To develop and manage key relationships between the business and its outsourced partners in alignment with the Customer Experience strategy, thereby contributing to the consistent delivery of excellent customer service.

QUALIFICATONS and EXPERIENCE

  • Bachelor's level degree required, preferably in Economics, Statistics, Finance, Marketing Analytics
  • Post Graduate Degree in Economics, Finance an advantage
  • MBA an advantage
  • Experience
  • More than 8 years of contact centre and BPO experience
  • More than 10 years of managing vendor operations specific to performance, commercial and contractual level
  • Relevant Telco industry experience
  • Demonstrable commercial and business acumen with experience in making significant business decisions
  • Proven track record of working with ExCo and leadership teams internally
  • Proven track record of leadership skills with the ability to motivate and develop large groups of people through several levels of management
  • Proven record of delivering high standards of service and experience
  • Bachelor's level degree required, preferably in Economics, Statistics, Finance, Marketing Analytics
  • Post Graduate Degree in Economics, Finance an advantage
  • MBA an advantage
  • More than 8 years of contact centre and BPO experience
  • More than 10 years of managing vendor operations specific to performance, commercial and contractual level
  • Relevant Telco industry experience
  • Demonstrable commercial and business acumen with experience in making significant business decisions
  • Proven track record of working with ExCo and leadership teams internally
  • Proven track record of leadership skills with the ability to motivate and develop large groups of people through several levels of management
  • Proven record of delivering high standards of service and experience

POSITION OUTPUTS
Strategic Input:

  • Crafts retention and loyalty strategies/ concepts for retention/growth initiatives.
  • Ensure a balanced allocation of resources across the company for implantation of tactical initiatives
  • Provide input into the design of the strategic roadmap to define the measurement of process performance impacting customer churn, sales campaigns and all other sales activity that drive revenue
  • Is aware of customer journeys as w ell as customer choice scenarios (external choices) and uses these to explore areas w here additional value can be deliver to the customer
    Operational Service Management Performance Management
  • Accountable for the business operational indirect sales (multi-channel contact centres) and retention channels via in-house teams as well as outsourced vendors.
  • Ensure that performance levels are on target and delivered in accordance with the contract and statement of work,
  • Formulate, implement and management if performance recovery plans if and when the situation requires
  • Facilitate, support, implement and manage any operational change management or transformation plans
  • Formulate, implement, and manage various overlay incentive programmes in order to drive incremental performance levels
  • Implement and drive regular performance benchmarking exercises between the vendors to create a healthy competitive environment
  • Ensure that all vendors are fully supported in all areas by the business in order to maximize performance levels
    Operational Service Management Compliance Management
  • Ensure that operational audits and health checks are completed and reported in regularly in order to ensure risks are identified and mitigated against
  • Ensure that all vendors operational processes, systems, facilities, and infrastructure are secure and compliant in accordance with the various and relevant legislative requirements and best practice.
  • Through industry knowledge and presence, constantly evaluate the marketplace for best practice, legislation, and supplier capabilities
  • Monitor, tracking and reporting of all vendors/in-house teams risks, which may relate to legislation, best practice adherence and/or the contract.
    Complaints and Service Recovery:
  • Ensure service complaints based on source SLA's - ICASA, CGSO, NCC, Small claims, Media, Executives are Implement initiatives
    Customer and Partner Satisfaction:
  • Understand customer and partner needs, develop, and fine-tune systems and service delivery, accordingly, ensuring that effective PPP's are in place, valid and consistently applied.
  • Build and maintain solid relationships with all stakeholders and ensure effective and consistent delivery of excellent customer experience.
  • Assist in the alignment of service delivery to changing business needs and ensure effective customer and stakeholder management.
  • Build a reputation for meeting customer and partner contact and service strategies, internally within the business and externally, to ensure leadership in the Telco call centre market.
  • Investigate, research, and maximize technology to provide state of the art customer service.
    Financial Management:
  • Full contractual and commercial management of all indirect (non-face to face) sales and retention vendors
  • Ensure that the correct and relevant targets are agreed, contracted, managed, and reported on - sales, saves, conversions, SLA, GOS, Abandon rate, Productivity, etc.
  • Ensure that all vendors legal contracts and commercial models are implemented and reflected in the daily, weekly, and monthly performance levels and outputs
  • Ensure that terms and provisions in the contracted statement if work are at adhered to, monitored, tracked, and managed accordingly.
  • Ensure that the various operation is delivered within the approved financial budget, penalties applied and/ or over achievement rewards paid
  • Forecast, plan, develop and review the budget for the Customer Experience Strategy and Design Department and secure the necessary approvals
  • Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
  • Base annual budgets on the identification of trends and patterns within the current operations and extrapolate these over the next planning cycle, taking any known changes in new products or services into consideration
  • Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios
  • Identify and exploit opportunities to generate additional revenue
  • Ensure that all the business company financial targets are met
  • Ensure Vendor & IT costs are effectively managed
    Stakeholder Management:
  • Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT, and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy
  • Advocate for changes in other departments' ways of working and cross functionally collaborate with teams to implement a change, if required, for the improvement of overall customer experience

Desired Skills:

  • BPO experience
  • vendor operations
  • CX Strategy

Desired Work Experience:

  • More than 10 years

Desired Qualification Level:

  • Degree





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