Responsibilities
As the Head, Customer Relations, your responsibility will include:
Key Accountabilities:
- Drive Company Brand, Culture, and Uphold Standards in Customer Relations
- Oversee Daily Operations of the Department for Process Efficiency and Effectiveness.
- Drive Excellent Customer Experience
- Manage Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy.
- Technology innovation
- Driving market growth
- Monthly Report to Management Duties and Responsibilities
Provide Strategic Leadership and Direction:
- Develop and execute the long-term strategic vision for the Customer Relations department, aligning it with the overall company goals and business objectives.
- Lead the team in achieving key customer experience goals and ensure alignment with the company’s mission and values.
- Identify emerging trends, opportunities, and challenges within the customer relations landscape, and formulate strategies to address them.
- Foster a strategic mindset across the department to anticipate customer needs and improve service delivery
- Drive Company Brand, Culture, and Uphold Standards in Customer Relations:
- Lead and embed the company’s brand values and culture into the customer relations team to ensure alignment with organizational goals.
- Establish and maintain high standards for customer service interactions across all touchpoints. Act as a brand ambassador to promote the company’s reputation and ensure all customer-facing employees reflect the company’s core values.
Oversee Daily Operations of the Department for Process Efficiency and Effectiveness:
- Manage and optimize the daily workflow of the Customer Relations department to ensure smooth and effective operations.
- Monitor and analyze key performance indicators (KPIs), such as customer satisfaction, issue resolution times, and service quality, ensuring the team meets or exceeds goals.
- Implement process improvements and streamline operations to enhance efficiency and effectiveness in customer service delivery.
- Drive Excellent Customer Experience:
- Champion initiatives that elevate the customer experience, ensuring a consistent and high-quality service offering.
- Proactively address and resolve customer complaints, concerns, and escalations in a professional and timely manner.
Drive Company Brand, Culture, and Uphold Standards in Customer Relations:
- Lead and embed the company’s brand values and culture into the customer relationsteam to ensure alignment with organizational goals.
- Establish and maintain high standards for customer service interactions across all touchpoints.
- Act as a brand ambassador to promote the company’s reputation and ensure allcustomer-facing employees reflect the company’s core values.
Oversee Daily Operations of the Department for Process Efficiency and Effectiveness:
- Manage and optimize the daily workflow of the Customer Relations department to ensure smooth and effective operations.
- Monitor and analyze key performance indicators (KPIs), such as customer satisfaction, issue resolution times, and service quality, ensuring the team meets or exceeds goals.
- Implement process improvements and streamline operations to enhance efficiency and effectiveness in customer service delivery.
Drive Excellent Customer Experience:
- Champion initiatives that elevate the customer experience, ensuring a consistent and high-quality service offering.
- Proactively address and resolve customer complaints, concerns, and escalations in a professional and timely manner.
- ork closely with customers to understand their needs, ensuring the company delivers a personalized and seamless experience.
- Foster strong relationships with key customers, ensuring high levels of satisfaction and loyalty.
Manage Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy:
- Lead the recruitment, selection, and onboarding process for the customer relations team, ensuring alignment with company needs and culture.
- Oversee performance management processes, including coaching, development, and conducting performance reviews.
- Ensure adherence to company policies in handling disciplinary actions, promotions, and exits.
- Promote a positive, inclusive, and performance-driven work culture that engages and motivates employees.
Technology Innovation:
- Spearhead the adoption of new technologies and tools that improve customer service and streamline operational processes.
- Explore and implement customer relationship management (CRM) systems, automation tools, and digital platforms to enhance service delivery.
- Stay ahead of industry trends and evaluate emerging technologies to maintain a competitive edge and optimize the customer experience.
Driving Market Growth:
- Collaborate with the marketing and sales teams to identify opportunities for customer acquisition, market expansion, and service diversification.
- Analyze customer feedback and market trends to inform strategies for growth and customer retention.
- Cultivate and maintain relationships with key stakeholders, partners, and clients to support long-term business success and market expansion.
Monthly Report to Management:
- Prepare and present detailed monthly reports to the management team, providing insights on customer service performance, trends, and feedback.
- Include key metrics such as customer satisfaction scores, resolution times, service quality assessments, and employee performance data.
- Highlight significant achievements, challenges, and opportunities for improvement in the customer relations department.
- Provide actionable recommendations for improving customer experience, operational efficiency, and overall business growth
Requirements
- Bachelor’s Degree in Social Science, Communications, or a related field
- MBA/M.Sc. in a related discipline is an added advantage.
- Minimum 10 years relevant work experience, 5 years management practice of which 3- 5 years in FMCG and experience in a consulting firm.
- Professional development and training are an added advantage.
- Excellent verbal & written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- The ideal candidate should be personable.
- Challenge and support executive management.
- Should be bold, proactive and flexible.
