Customer Relationship Team Leader

The South African Breweries; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading beverage company in Johannesburg is seeking a Customer Relationship Team Leader to manage a team and drive sales initiatives. Responsibilities include team leadership, managing client interactions, and executing promotional campaigns. The ideal candidate has a business degree and prior experience in the FMCG sector. Proficiency in MS Office and knowledge of SAP is essential, along with strong customer service skills.

Qualifications

• 2 to 3 years’ experience as a team Leader / Manager in Sales / Marketing in a FMCG environment is advantageous.
• General understanding of reporting procedures is preferred.

Responsibilities

• Drive cross-sell & up-sell opportunities.
• Manage the quality of BDA interactions with customers.
• Lead a team of BDAs in alignment with PDP.

Skills

Team leadership

Customer service

Sales management

Computer literacy

SAP knowledge

Education

3 Year Business Degree / Diploma

Tools

MS Office

SAP

Job description

Job title: Customer Relationship Team Leader

Job Location: Gauteng, Johannesburg

Deadline: November 02, 2025

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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
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