Customer Relationship Team Leader at The South African Breweries (SAB)

Company:

The South African Breweries (SAB)

The South African Breweries (SAB)

Industry: Manufacturing / Production / FMCG

Deadline: Not specified

Job Type: Full Time

Qualification: Bachelors, Higher National Certificate, National Certificate

Experience: 2 – 3 years

Province: Gauteng

City: Johannesburg

Field: Customer Care, Sales / Marketing / Retail / Business Development

Key roles and responsibilities:

Order/Sales Responsibilities:

  • Drive “Today’s Volume Today” concept -ensure that cross-sell & up-sell opportunities (Task Execution) are capitalized upon as and when they arise and when it is appropriate to do so
  • Outbound and Inbound service level management including real-time management
  • Compile outbound call lists for volume opportunities including credit deals by pack, segment and credit terms as well as new product development launches
  • Pro-active application of SAB trading schemes to drive volume
  • Campaign management for brand incentives and new product launches
  • Manage the quality of BDA interactions with customers and the quality of outputs
  • Accountable for ensuring that the logging of calls by BDA’s takes place and all documented call processes are adhered to.

Query Handling Responsibilities:

  • Resolve escalated queries or complaints through standard processes
  • Resolve customer CXC complaints timeously
  • Accountable for keeping customers up to date and owning resolution of escalated issues within the limits of the systems and tools provided

General Responsibilities:

  • Set and deliver quality management action plans based on business strategy & opportunity, for the Business Development Agents (BDA) 
  • Stay up to date on best practice business processes
  • Keep abreast of all product developments and new product releases
  • Internal Business and Management Accountabilities
  • Provide feedback on customer service continuous improvement initiatives
  • Manage the activities required for the achievement of Sales volume, Task execution including effectiveness and Market Share target
  • Implement national/regional promotions/campaigns according to the sales & marketing plan
  • Manage administration and reports as required
  • Accountable for the achievement of targets set at a team level

People Management:

  • Lead a team of BDAs in accordance with PDP
  • Conduct regular performance feedback sessions with the team & individuals, including the use of KPI’s &  recorded calls to provide constructive skills development sessions
  • Accountable for the adherence of subordinates to business processes (including systems and manual processes)
  • Responsible for mentoring and coaching the BDAs

Minimum Requirements:

  • 3 Year Business  Degree / Diploma 
  • 2 to 3 years’ experience as a team Leader / Manager in Sales/Marketing in a FMCG environment is advantageous
  • Computer literacy essential (MS Office)
  • SAP and/or Bees experience advantageous
  • General understanding of reporting procedures
  • IR experience (advantageous)
  • Knowledge of SAB products, policies and procedures would be an added 

Method of Application
Submit your CV and Application on Company Website:

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