CIC Sales & Service Manager

at  Heineken

WE GO PLACES! HOW ABOUT YOU?

Immediate Superior: Head of Customer Services
Function: Global Business Solutions
Sub Function: Customer Services
Type of Contract: Permanent
Reference Number: 110012
Closing Date: 10/05/2024
The purpose of this position is to establish and lead a world class Inbound, Outbound, Customer & Consumer complaints and Primary Delivery team to provide excellent customer service (excluding Top 7 Supergroups and Top 10 Regional Groups), and to ensure that our products are delivered on time and in full in the most cost-effective manner to all customers. Plan, co-ordinate, manage and control the activities of our engagement teams to maintain and enhance customer satisfaction through first contact resolution and effective case management to meet our organizational and operational objectives.

EDUCATION & EXPERIENCE

• Minumum Qualification - Bachelor’s Degree in Relevant Field
• Minimum 8 Years’ experience in Public Relations – Dealing with Customers / General Public in a service / sales-oriented call / contact centre.
• Thorough understanding, interpretation and communication of Contact Centre metrics, statistics, data & actions to improve contact quality, customer service, revenue generation and productivity.
• Thorough understanding of service level agreements and negotiation with business partners, dealers, CIC Ops support and other suppliers.
• Thorough understanding of leadership skills, coaching methods, people management, sales generation and sales management, principles and practices of CIC management.
• Thorough understanding of all business technologies, processes and principles in the CIC and how they interrelate and align.
• Thorough understanding of interaction centre forecasting and work force management.
• Thorough understanding of key measures of service, sales generation and its impact on interaction centre success in the context of CRM strategy and vision.
• Sound knowledge of Sales, Marketing and Distribution / Supply Chain processes in manufacturing & distribution operations will be highly advantageous.
• Previous experience in the wine and liquor manufacturing and distribution industry will be highly advantageous.
• Excellent conflict management and resolution skills.
• Excellent verbal & written communication skills.
• Excellent analytical skills. Understanding of financial principals and business management.
• Excellent ability to facilitate and manage change.
• Product and retail selling knowledge.
• Innovative, resourceful and self-disciplined.
• Excellent performance orientation coupled with strategic and entrepreneurial thinking.
  The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply