Senior Customer Service Leader - Multi-Channel

Sanlam Limited; South Africa; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

Sanlam Limited in Johannesburg is seeking a Customer Service Manager to lead the customer service function and drive service excellence across retail, support, and digital channels.

The role focuses on developing strategies, handling escalations, and coordinating with Sales, Operations and Finance to optimize the customer journey.

Salary is negotiable for a permanent position, with a strong emphasis on leadership and customer-focused outcomes.

Qualifications

• Minimum 7 years' experience in customer service, customer experience, retail operations, or contact centre management.
• At least 3 years' experience in a senior leadership role.
• Proven record of developing customer service frameworks, systems and service standards.
• Excellent leadership, coaching and stakeholder management skills.

Responsibilities

• Lead all customer service operations across retail, support, and digital channels.
• Develop and implement customer service strategies, policies, and performance standards.
• Manage customer complaints, escalations, and resolution processes.
• Recruit, coach, mentor, and develop customer service teams.
• Monitor customer satisfaction, service performance, and customer retention metrics.
• Analyse customer feedback and implement continuous improvement initiatives.
• Collaborate with Sales, Operations, Logistics, Finance, and Technical Support teams to enhance the customer journey.

Job description

Sanlam Limited in Johannesburg is seeking a Customer Service Manager to lead the customer service function and drive service excellence across retail, support, and digital channels.

The role focuses on developing strategies, handling escalations, and coordinating with Sales, Operations and Finance to optimize the customer journey.

Salary is negotiable for a permanent position, with a strong emphasis on leadership and customer-focused outcomes.