Safmarine recruits 01 Customer Experience Manager Automotive

Customer Experience Manager Automotive

South Africa

Cape Town

Local Customer Service

Last application date: 30/4/2019

We are looking for a driven, enthusiastic leader to join SCL Southern Africa Customer Experience and lead with distinction our Automotive Team. You will be tasked with delivering best in class Customer Experience for our Automotive customers – the key Expertise segment of truly global key accounts. You will lead and grow a dedicated team of Customer Experience Partners (CEPs) and collaborate closely with both internal and external stakeholders to deliver world class customer experience.

We offer

A chance to develop further within Customer Experience and wider Commercial Sales – and an opportunity to grow our renowned SCL brand in this dynamic and exciting market – working directly with world class automotive accounts in a segment of key commercial significance for SCL and the wider Southern African economy. The automotive market and delivery of customer experience delivery is rapidly transforming – and this role offers a unique and exciting opportunity to grow and develop in this space.

An exciting career opportunity in an international, challenging business setting characterized by high pace and diversity. You will get to focus on creating valuable relations with current and new customers and work with highly-professional teams in an environment where you will be valued, recognized and well-rewarded.

Key responsibilities

You will be expected to:

– Deliver agreed customer experience service levels for the AUTOMOTIVE/Expertise segment in line with Cluster commercial strategy and customer experience processes;

– Lead, coach and develop the CE Automotive team;

– Drive and deliver class leading customer experience – to ensure business retention and growth in line with agreed commercial strategy;

– Close collaboration and partnership with the automotive sales team to grow and develop the client base;

– Understand Customer needs and decision makers and deliver specified passport customer experience service levels;

– Address any Customer experience service follow-up with clients in a timely manner – problem solve and seek to continually improve;

– Drive first time quality and efficiency of delivery;

– Drive and progress our technology transformation – grow uptake of online products.

We are looking for

An individual with:

– Minimum 3 years’ relevant leadership experience in Customer Services / Commercial Management;

– A previous experience in shipping/logistics is highly preferred;

– Exposure to Automotive / Expertise segment would be an advantage;

– Demonstrated commitment to delivery of quality customer experience;

– You have a passion for leading, coaching and developing people;

-You have a strong continuous improvement mindset – a real problem solver;

-Your strong interpersonal, communication skills and collaboration skills – enhancing your ability to interact with all levels of stakeholders – from senior leaders to the shop floor;

-Fluent in English is a requirement – Afrikaans proficiency is preferred .