Customer Manager Primary

The HEINEKEN Company; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading company in the beverage industry is seeking a Customer Services Manager to enhance customer satisfaction and loyalty. This role involves managing operations, leading a customer-centric team, and driving strategic initiatives within the supply chain function. The ideal candidate will have extensive experience in customer service and logistics, demonstrating strong leadership and analytical skills. Join us to make a significant impact on our customer service operations and contribute to our long-term vision.

Qualifications

• 10+ years of experience in customer service, logistics management, or supply chain.
• Proven leadership and team management skills.

Responsibilities

• Manage daily operations of the Primary team.
• Drive operational execution of Logistics Trade Terms agreements.
• Lead Customer Service Strategy deployment.

Skills

Leadership

Analytical

Problem Solving

Communication

Collaboration

Education

Bachelor's degree in Business Administration

Bachelor's degree in Logistics

Bachelor's degree in Sales

Job description

We Go Places! How about you?

Immediate Superior: Customer Services Manager

Job Grade: 25

Location: Tygervalley

Function: Supply Chain

Sub Function: Customer Services and Logistics

Type of Contract: Permanent

Reference Number: 137119

Closing Date: 23/05/2025

Position Overview

Applications are invited for a position within the Customer Services and Logistics Function based in Tygervalley. This role reports to the Customer Services Manager and focuses on driving Customer Satisfaction & Loyalty by building a customer-centric CS operations.

Key Responsibilities

1. Manage daily operations of the Primary team.
2. Build a customer-centric organization through coaching, training, and sharing best practices with the CS team and relevant stakeholders.
3. Establish a continuous improvement team using the TPM methodology to maintain a Customer Value Pillar.
4. Drive operational execution of Logistics Trade Terms agreements.
5. Ensure internal alignment with Production, Primary Logistics, Zone Logistics, Sales, and Finance.
6. Promote safety culture across the CS team.
7. Lead Customer Service Strategy deployment in line with the 3-Year Customer Service Vision.
8. Support customer segmentation creation and ensure execution of Customer Service Strategy to balance customer satisfaction, service levels, and costs.
9. Facilitate communication and collaboration internally and externally with customers to foster trust and satisfaction.
10. Measure and analyze Customer Profitability and satisfaction through KPIs like Cost to Serve, NPS, and advantage scores.
11. Manage Logistics Trade Terms agreements, including development, measurement, and enforcement, supporting negotiations from a logistics perspective.
12. Implement Customer Supply Chain initiatives for joint value creation.
13. Drive organization and people management by fostering a customer-centric culture, structuring teams effectively, setting performance targets, and supporting talent development.
14. Ensure business continuity through succession planning and contribute to global CS capabilities.
15. Support data-driven decision-making, order management, handling customer requests, and promoting customer centricity.

Candidate Requirements

• Bachelor's degree in Business Administration, Logistics, Sales, or related field.
• 10+ years of experience in customer service, logistics management, or supply chain.
• Proven leadership and team management skills.
• Strong analytical, problem-solving, and strategic thinking abilities.
• Excellent communication, collaboration, and interpersonal skills.

Additional Information

The company’s employment equity plan and diversity policies will guide the recruitment process. We encourage applications from people with disabilities. Candidates must be eligible to live and work in South Africa.