Senior Customer Experience & Knowledge Leader

HENSOLDT AG; Irene; On-site; ZAR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Diversity & Inclusion

Equal Opportunity Employer

Job summary

HENSOLDT South Africa seeks a Senior Customer Services Manager to lead knowledge, products, processes and service performance. You will drive knowledge management, lifecycle and service optimisation to lift operational effectiveness, enhance customer experience and boost profitability.

You will oversee governance of knowledge assets, data analytics and cross‑functional enhancements across the service environment, ensuring sustainable improvements and value delivery.

Qualifications

• Minimum 8 years’ management experience in customer services, stakeholder management and operational leadership.
• Minimum 5 years’ experience in knowledge and product management within a technical or engineering environment.
• Experience leading cross-functional service‑improvement initiatives.
• Experience in Product Lifecycle Management, programme management, Service Level Agreement management, service management and customer services.
• Experience managing and implementing strategic programmes, business processes and organisational change.

Responsibilities

• Develop and optimise Customer Services strategies, product capabilities, performance frameworks and governance practices across the service environment to improve operational delivery and benefit realisation, resulting in increased customer satisfaction, service efficiency and business profitability.
• Establish and govern organisational knowledge assets through structured methodologies, controlled repositories and the integration of technical information to make service knowledge accessible and reusable, resulting in consistent service delivery and strengthened organisational capability.
• Analyse service performance, operational trends and key performance indicators across Customer Services to identify and implement targeted process improvements, resulting in better decision‑making, improved service delivery and stronger business performance.
• Manage customer requirements, contractual performance and Service Level Agreements across the service lifecycle to align stakeholder expectations with operational delivery, resulting in stronger customer relationships, improved compliance and measurable service improvements.
• Lead multidisciplinary teams, strategic projects and organisational-change initiatives through effective resource allocation, performance management and capability development to build sustainable service-management capacity, resulting in successful programme delivery and long‑term business performance.

Skills

Customer Services Management

Knowledge-Centred Service Methodology

Knowledge Repository Management

Technical Knowledge Integration

Product Lifecycle Management

Technical Product Management

Service Delivery Management

CRM Systems

SLA Management

Business Process Optimisation

Lean Six Sigma

BI & Data Analytics

Service Performance Reporting

Ticketing & ESMS

Change Management

Financial Planning & Budgeting

Project & Programme Management

Education

NQF Level 7 in Commerce

Technical/Engineering qualification

Job description

HENSOLDT South Africa seeks a Senior Customer Services Manager to lead knowledge, products, processes and service performance. You will drive knowledge management, lifecycle and service optimisation to lift operational effectiveness, enhance customer experience and boost profitability.

You will oversee governance of knowledge assets, data analytics and cross‑functional enhancements across the service environment, ensuring sustainable improvements and value delivery.