Job Description

Coca-Cola Beverages Africa (CCBA) presents an exciting opportunity for an experienced Group Lead: Integrated Customer Experience to lead and develop the Integrated Customer Experience through Customer Services at CCBA. By utilising the Customer Interaction Centre to deliver on customer service, sales targets, and business objectives effectively and efficiently, this role will engage with various stakeholders in the regions, including Senior Executive Commitee teams and Sales Force, credit, distribution and with customers and consumers.

The successful applicant will be reporting into Group Head: Integrated Services.

CCBA is the largest African Coca-Cola bottler, accounting for 40% of all Coca-Cola volumes on the continent. CCBA is a Non-Alcoholic Ready to Drink (NARTD) market leader with an extensive footprint in Africa, employing over 17 000 employees and serving a combined population of over 300 million people across the continent. CCBA’s vision is to “refresh Africa every day and make the continent a better place for all”, growing successfully as a business and creating a better shared future for our people, customers, consumers, communities, planet and shareholders. We conduct ourselves with the utmost integrity for shared value and the greater good. We are a world class, customer-orientated, socially and environmentally conscious fast-moving consumer goods (FMCG) company that is driven by engaged, motivated and inspired employees.

Key Duties & Responsibilities

Develop and implement a customer service strategy for CCBA that will enhance customer service levels, grow volume and support regional business needs through:

Maximising sales opportunities

Clarify roles and accountabilities between regions and the Customer Interaction Centre (CIC)

Provide single point of contact query resolution for customers

Retain capable Customer Relationship Representative’s, Team Leaders and expeditors

Ensure effective business continuity and disaster recovery

Maximise benefits of Customer Relationship Management thereby growing volume and levels of customer service

Contribute significantly to the attainment of the sales target by proactively and effectively using the sales levers within the CIC i.e. Order Taking

Ensure that the CIC operates in an effective and efficient manner

Position the CIC within CCBA as an enabler in terms of achieving business and S&D objectives

Grow relationships with regional GM’s and Enabling Sales and Share growth by developing best in class CIC system enabling the sales and Commercial levers

Develop and communicate business and customer insights which will facilitate decision making and enhance competitive positioning

Ensure all relevant business strategies, policies and procedures are implemented and adhered to in order to ensure alignment to business objectives

Ensure that CIC services are delivered adequately in a manner that will enable the company to meet their CIC , and CRM objectives

Aligning CIC Strategy and resources, systems and processes to deliver on the business strategy

Compile quarterly operational plan to achieve business objectives

Harness technology to deliver efficient business performance

Identify and manage of risks

Ensure that effective, efficient and consistent CIC business processes are aligned, controlled and managed to the company’s business objectives

Ensure effective, efficient and consistent communication of CIC performance metrics and improvements by circulating reports

Optimise asset utilisation and resourcing

Ensuring that the Resourcing Model is updated regularly to ensure that the CIC can provide a consistent and sustainable service to internal and external customers.

Changing and optimising critical processes when necessary to ensure continuous improvement.

Maximise the contribution of staff and ensure staff related performance meets key strategic objectives across critical dimensions

Supervise, monitor, develop and coach call centre employees

Manage and coach people

Identify training needs, performance issues, disciplinary measures and evaluation of teams Integrate all functions to achieve team effectiveness

Entrench existing people processes (i.e., Our People Way)

Lead the overall CIC executive team so as to maximise the contribution of staff and ensure staff related performance meets key strategic objectives across critical dimensions

Ensure that the CIC has the correct mix of human resources to meet the business needs

Skills, Experience & Education

Qualifications:

Bachelor’s Degree in any commercial field

Master’s degree in Commerce / Business Management advantageous

Experience:

5 to 10 years operational experience

Minimum 5 years managerial experience in Sales and Distribution

Strong track record of delivering results over time

Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modelling, process expertise, leadership techniques, production methods, coordination of people and resources