Head of Customer & Business Support Operations

The Takealot Group is seeking a dynamic and experienced leader to spearhead its Customer and Business Support Operations. This pivotal role involves guiding a large team across various divisions, including Takealot, Superbalist, Mr D Courier, and Mr D Food, ensuring seamless customer service delivery and driving operational excellence. The successful candidate will be instrumental in shaping the customer experience, fostering a culture of continuous improvement, and aligning support operations with the overarching business strategy.

About the Role

This position demands a forward-thinking individual who can not only manage existing operations but also anticipate and adapt to the evolving landscape of e-commerce customer support. The Head of Customer & Business Support Operations will be the driving force behind the morale and effectiveness of Customer Service Managers, Team Leaders, and Representatives. A core aspect of the role is to embody and promote the company's vision, values, and culture, ensuring that these principles are embedded in every interaction and process. Strong, positive leadership that inspires confidence and promotes high morale will be crucial for success.

The scope of this role is broad, encompassing the end-to-end management of multiple contact centres and the strategic planning of future call centre initiatives. It requires a proactive approach to analysing industry trends, identifying opportunities for productivity gains, and making informed recommendations to the Head of Customer Experience. Furthermore, the role is responsible for developing and tracking key performance indicators (KPIs) that measure both customer satisfaction and financial outcomes, while also implementing effective change management strategies within a rapidly evolving business environment.

The Head of Customer & Business Support Operations will have a comprehensive set of responsibilities aimed at optimising customer support functions:

• **Leadership and Team Development:** Lead, coach, and inspire a diverse team of Customer Service Managers, Team Leaders, and Representatives. Drive the career development of Customer Service Managers through targeted coaching, challenging objectives, and ongoing training opportunities.
• **Operational Oversight:** Oversee the complete management of all contact centres within the Takealot Group, including current operations and the planning and implementation of new call centre projects.
• **Performance Management:** Develop and implement key performance metrics and indicators to rigorously measure customer experience and financial performance. Own the reporting and dashboard management at weekly, monthly, and bi-annual intervals, focusing on critical metrics such as productivity, response times, CSAT, and NPS.
• **Strategic Planning and Improvement:** Proactively identify opportunities to enhance productivity across the entire business. Plan, implement, and evaluate operational initiatives designed to significantly improve the customer experience.
• **Financial and Resource Management:** Manage the full divisional budget, ensuring fiscal responsibility and optimal allocation of resources. Plan for staffing and resource requirements to effectively support business growth and strategic objectives. This includes managing third-party providers, communication systems, and telephonic platforms to guarantee exceptional customer service delivery.
• **Process and Culture Cultivation:** Partner closely with Customer Service Managers to achieve divisional OKRs, ensuring consistency in training, processes, and performance standards. Foster a culture of continuous improvement through regular operational meetings. Drive operational efficiencies by leveraging insights gathered from frontline Customer Service Agents.
• **Industry Awareness:** Stay informed about the latest industry developments and emerging trends in customer experience management.

What They're Looking For

To excel in this role, candidates will need a robust background in customer service operations and a proven ability to lead large teams. Essential qualifications include a Bachelor's Degree or Advanced Diploma, with an MBA being a preferred asset. A minimum of 5–7 years of overall professional experience is required, with at least 5 years specifically in a Customer Service Operations Management capacity.

Successful candidates will demonstrate:

• **Proven Experience:** Experience managing large-scale customer service operations, with a track record of leading projects that demonstrably improve customer support processes.
• **Analytical and Reporting Prowess:** Excellent analytical and reporting skills, with the ability to translate data into actionable insights.
• **Communication and Interpersonal Skills:** Strong communication abilities, including the confidence to articulate ideas clearly and persuasively. Exceptional interpersonal and relationship-building skills are vital for collaborating effectively with various stakeholders.
• **Leadership and Management Expertise:** Strong leadership and people management capabilities, with a focus on performance management, budget management, workforce planning, operational excellence, change management, continuous improvement, strategic thinking, data-driven decision-making, and customer experience management.

In South Africa, a Head of Customer & Business Support Operations role within a large e-commerce group like Takealot typically commands a competitive salary, reflecting the significant responsibilities and impact on business success. This type of role offers a clear pathway for career progression, often leading to more senior executive positions within operations or customer experience leadership.

• Bachelor's Degree or Advanced Diploma.
• Preferred: MBA.
• Minimum 5–7 years' overall experience.
• At least 5 years' experience in a Customer Service Operations Management role.
• Proven experience managing large-scale customer service operations.
• Demonstrated success leading projects that improve customer support processes.
• Excellent analytical and reporting skills.
• Strong communication skills with the confidence to express ideas and opinions.
• Strong interpersonal and relationship-building skills.
• Leadership and people management.
• Performance management.
• Budget management.
• Workforce planning.
• Operational excellence.
• Change management.
• Continuous improvement.
• Strategic thinking.
• Data-driven decision making.
• Customer experience management.