Head of Customer & Business Support Operations

The role

The Head of Customer & Business Support Operations will lead, coach, and inspire Customer Service Managers, Team Leaders, and Representatives. This person will oversee end-to-end management of Takealot and Superbalist to drive operational efficiency and customer experience.

What you will do

• Promote and reinforce the company vision, values and culture.
• Lead, coach and inspire Customer Service Managers, Team Leaders and Representatives.
• Proactively analyse industry trends and make recommendations to the Head of Customer Experience.
• Develop key metrics and performance indicators to measure customer experience and financial performance.
• Introduce effective change management controls within a fast-paced and evolving environment.
• Identify opportunities to improve productivity across the business.
• Oversee the end-to-end management of the Takealot and Superbalist, including future call centre initiatives.
• Drive the career development of Customer Service Managers through coaching, stretch objectives and ongoing training.
• Build a scalable and sustainable management structure.
• Foster a culture of continuous improvement through daily and weekly operational meetings.

Required qualifications

• Excellent analytical and reporting skills.
• Strong communication skills with the confidence to express ideas and opinions.
• Strong interpersonal and relationship-building skills.
• Leadership and people management.
• Performance management.
• Budget management.
• Workforce planning.
• Operational excellence.
• Change management.
• Continuous improvement.
• Strategic thinking.
• Data-driven decision making.

Nice to have

• MBA

Benefits

• market related, Total Remuneration Package which allows full flexibility according to your needs
• great work environment

About the company

takealot.com is a leading South African online retailer. It is a young, dynamic, hyper growth company.