HEAD OF CUSTOMER SERVICE

Description:
Strong forward thinking leader who can communicate at Board/CEO/MD level.
Key Responsibilities:
o Set and execute strategy for the Customer business inclusive of Customer care, Claims, Policy Administration, Collections and Refunds
o Oversee the customer business to ensure customers are serviced at the right levels
o Manage customer retention and life-cycle management (value multiplier)
o Manage customer journey that ensures customers are locked in and additional product sales are made
o Re-acquisition of the decayed customer book
o Develop product for the customer environment
o Ensure financial return and viability of customer activities
o Manage customer communication and brand experience
o Set strategic initiatives and special projects
o Provide strategic management of decay initiatives
o Manage profit and loss from a financial perspective

o Leadership of entire Customer Business

o Relevant tertiary degree
o 15 years working experience
o 5 years CEO/MD experience
o Direct market experience preferable
o Experience working with large teams
o Strong Leadership skills
o Ability to communicate at board level
o Generalist experience
Purpose of the Role:
Retain customers and maximize their life-time value. Re-acquire customers that have fallen off the book.


General Requirements:
Personal Characteristics:
o Forward thinking
o Commercially focused
o Leadership style inspirational with a balance of strategic skills and strong ‘people’ orientation
Please advise on the following:
• Current Salary?
• Salary expectation before deductions?
• Notice period?
• Why are you looking for another job?
• Motivation why you think you should get this job: Strengths, achievements, anything that you would want to hear as an employer.
• Do you have Defaults/Judgements/Dismissed from a job - Anything that I should know?
• Skype address:
2 updated CV’s in word format (one without contact details and references and one with), proof of income, id, motivation, qualification certificates, 2 references, Transunion Credit check.)
Cvs4cindy.caldwell@therecruiters.co.za

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o Well rounded, resilient and self-aware individual who is open to change and personal development
o Entrepreneurial, free thinker who will challenge the status quo and push boundaries
o Must have the capacity to grow their strategic ability
o Confident – someone who is able to hold their own with shareholders and be resilient in a demanding environment
o Hands-on approach
o Self-motivated




Location:
Durban



Consultant:
Cindy Caldwell
:

Email:
cvs4cindy.caldwell@therecruiters.co.za

Job id : , #69275, 8 views,

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