Head of Sales & Customer Experience

Pepkor Payments & Lending; Cape Town; On-site; ZAR 700,000 - 900,000; Full time

Job summary

Pepkor Payments & Lending in Cape Town seeks a strategic leader to drive the customer experience and align operations with business strategy, regulatory requirements, and service level targets across Sales and Services. You will lead a team across contact channels, implement outbound sales capability, oversee claims processing, and partner with BI to deliver dashboards and performance reporting.

This role requires building a high-performance culture, budgeting, risk management including

Responsibilities

• Design, implement and refine an integrated Sales & Services strategy aligned to PPL’s objectives, ensuring achievement of SLA commitments, sales targets, customer satisfaction, turnaround and response-time goals.
• Translate functional strategy into annual operating and project plans, clearly communicating departmental direction, priorities and expectations.
• Review, report on and execute operational and project plans to improve departmental productivity year on year.
• Benchmark Contact Centre operations against industry best practice
• Identify automation, AI and digital optimisation opportunities to enhance performance, service delivery and efficiency.
• Manage brand SLAs and quality targets across all service channels, including voice, email, WhatsApp, social media, chat and complaints.
• Resolve escalated and systemic service issues while owning the Contact Centre customer experience and advocacy strategy.
• Use customer insights and trend analysis to drive process, service delivery and customer experience improvements.
• Implement and operationalise Outbound Sales and upselling/cross-selling capability.
• Ensure Sales targets are met and drive conversion optimisation in collaboration with Dialler Support.
• Ensure Service standards, Response time and Quality targets are consistently met or exceeded.
• Establish a performance-driven sales culture with clear accountability.
• Oversee the Claims processing function to ensure Service standards, Accuracy levels, Turnaround time and Quality targets are consistently met.
• Implement controls to mitigate operational, financial, and compliance risks.
• Set and manage departmental KPIs, targets and SLAs, while optimising resources, workflows, systems and processes to improve productivity and reduce cost.
• Ensure proactive resource planning with WFM and People Support
• Maintain effective lateral and vertical flow of work and information within the department.
• Partner with Business Intelligence to develop dashboards and present meaningful operational performance reports to internal and external stakeholders.
• Align with Marketing and Sales on campaigns, targets, marketing initiatives and lead strategies to support operational plans and execution.
• Lead budgeting and forecasting, manage approved expense budgets, and identify, assess and monitor operational, compliance and regulatory risks, including NCA, POPIA and audit outcomes.
• Lead strategic and functional optimisation projects, applying industry best practice to improve service, reduce cost and maximise effciency.
• Drive automation, self-service, AI-and technology-enabled improvements, in collaboration with Product Office to prioritise projects and funtional tickets.
• Build an engaged, high-performance, customer-centric culture through clear communication, teamwork and collaboration across Sales and Services teams
• Manage performance in line with company policies, including regular reviews, coaching, talent development and readiness for changing business needs.
• Maintain structures, skills, capacity, career pathways and succession plans aligned to strategic objectives.
• Recognise strong performance and behaviours, while consistently modeling company values and leadership behaviours.

Job description

Pepkor Payments & Lending in Cape Town seeks a strategic leader to drive the customer experience and align operations with business strategy, regulatory requirements, and service level targets across Sales and Services. You will lead a team across contact channels, implement outbound sales capability, oversee claims processing, and partner with BI to deliver dashboards and performance reporting.

This role requires building a high-performance culture, budgeting, risk management including