Senior Customer Success & Knowledge Management Lead

HENSOLDT South Africa; Centurion; On-site; ZAR 1,200,000 - 2,000,000; Full time

Job summary

HENSOLDT South Africa seeks a Senior Customer Services Manager to drive knowledge, product management and service performance. You will lead cross-functional improvements and governance, aligning processes with customer satisfaction and profitability.

Key focus areas include knowledge assets, lifecycle management, and strategic programme delivery across service operations in South Africa.

Qualifications

• Minimum 8 years’ management experience in customer services.
• Minimum 5 years’ experience in knowledge and product management in technical environments.
• Experience leading cross-functional service-improvement initiatives.
• Experience in Product Lifecycle Management and SLA management.

Responsibilities

• Develop and optimise customer services strategies and governance.
• Establish knowledge assets and structured repositories.
• Analyse service performance and drive process improvements.
• Manage customer requirements and SLA across service lifecycle.
• Lead multidisciplinary teams and strategic programmes.

Skills

Knowledge-Centred Service

Knowledge Repository Management

Product Lifecycle Management

Service Delivery Management

CRM Systems

SLA Management

Business Process Design

Lean Six Sigma

BI & Data Analytics

Service Performance Reporting

ERP Systems

Ticketing & ESM Systems

Change Management

Operational Risk Management

Financial Planning & Budgeting

Project & Programme Management

Stakeholder Management

Leadership & Teams

Education

NQF Level 7 qualification in Commerce/Technical field

Job description

HENSOLDT South Africa seeks a Senior Customer Services Manager to drive knowledge, product management and service performance. You will lead cross-functional improvements and governance, aligning processes with customer satisfaction and profitability.

Key focus areas include knowledge assets, lifecycle management, and strategic programme delivery across service operations in South Africa.