About Company
National Foods Limited is one of Zimbabwe’s largest food manufacturers, playing a crucial role in feeding the nation. With a rich history spanning over 100 years, we are dedicated to producing a wide range of high-quality, staple food products including flour, maize meal, stockfeeds, groceries, and snacks. Our commitment extends beyond quality products; we are deeply invested in agricultural development, food security, and contributing positively to the communities we serve across Zimbabwe. We pride ourselves on innovation, operational excellence, and a customer-centric approach that ensures our products meet the evolving needs of our consumers. Join our dynamic team and be part of a company that truly makes a difference in people’s lives.
Job Description
National Foods Limited is seeking a visionary and results-driven Chief Service Officer (CSO) to join our executive leadership team in Mashonaland Central Province. This pivotal role will be instrumental in defining and executing our overall service strategy, ensuring unparalleled customer experience across all touchpoints, and fostering a culture of service excellence throughout the organization. The CSO will be responsible for understanding customer needs, optimizing service operations, leveraging technology to enhance service delivery, and building strong, lasting relationships with our diverse customer base, including distributors, retailers, and end-consumers.
Reporting directly to the CEO, the Chief Service Officer will be a strategic leader, tasked with identifying opportunities for service innovation, driving continuous improvement initiatives, and ensuring that our service standards consistently exceed expectations. You will champion the voice of the customer within the company, translating feedback into actionable strategies that improve loyalty, retention, and overall brand perception. This role demands a unique blend of strategic foresight, operational acumen, and exceptional leadership skills to inspire teams and implement world-class service practices in a fast-paced, complex environment. If you are passionate about customer advocacy, possess a proven track record in transforming service delivery, and are eager to contribute to a leading national brand, we encourage you to apply.
Key Responsibilities
- Develop and execute a comprehensive service strategy aligned with company objectives and customer needs.
- Oversee all customer-facing operations, including customer support, field services, and after-sales service, ensuring efficiency and high-quality delivery.
- Champion customer experience initiatives, implementing best practices and innovative solutions to enhance customer satisfaction and loyalty.
- Lead, mentor, and develop a high-performing service team, fostering a culture of excellence, accountability, and continuous improvement.
- Utilize data and analytics to monitor service performance, identify trends, and make data-driven decisions to optimize service processes and outcomes.
- Collaborate cross-functionally with sales, marketing, operations, and product development teams to ensure a seamless and integrated customer journey.
- Manage service-related budgets and resources effectively, driving cost efficiencies while maintaining service quality.
- Stay abreast of industry trends, technological advancements, and regulatory changes in customer service to maintain a competitive edge.
Required Skills
- Minimum of 15 years' progressive experience in customer service, operations, or a related field, with at least 5 years in a senior leadership/executive role.
- Demonstrated expertise in developing and implementing successful customer service strategies.
- Strong understanding of service delivery models, process optimization, and quality assurance principles.
- Exceptional leadership and team management skills with a proven ability to inspire and motivate large teams.
- Excellent communication, interpersonal, and negotiation skills.
- Proficiency in leveraging CRM systems and other service technologies.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision making.
- Bachelor's degree in Business Administration, Marketing, Operations Management, or a related field.
Preferred Qualifications
- Master's degree (MBA) or equivalent advanced qualification.
- Experience in the FMCG (Fast-Moving Consumer Goods) or agricultural sector.
- Certifications in Customer Experience (CX) management or Lean Six Sigma.
- Proven experience with digital transformation initiatives in service delivery.
Perks & Benefits
- Competitive executive salary and performance-based bonus scheme.
- Comprehensive health and wellness benefits package.
- Generous retirement and pension plan.
- Company vehicle and fuel allowance.
- Opportunities for continuous professional development and executive training.
- Relocation assistance for eligible candidates.
- A dynamic and supportive work environment with opportunities for significant impact.
How to Apply
Interested and qualified candidates are invited to submit their application by clicking on the link below. Please ensure your CV and cover letter clearly highlight your relevant experience and why you are the ideal candidate for this pivotal role within National Foods Limited. We encourage you to explore our careers page for more details on our company culture and other opportunities.