About Company
Delta Corporation Limited is a dominant force in the Zimbabwean beverage industry, boasting a rich heritage spanning decades. As a leading manufacturer and marketer of Lager Beer, Traditional Beer, sparkling beverages, and various other non-alcoholic beverages, Delta plays a pivotal role in the country’s economic landscape. Our extensive distribution network reaches communities nationwide, providing quality products and fostering local talent. We are committed to sustainable business practices, community development, and fostering an inclusive and innovative work environment. Joining Delta means becoming part of a legacy of excellence and contributing to the daily lives of millions, ensuring our products are cherished household names.
Job Description
We are seeking an exceptional and visionary Director of Customer Support to lead our customer service operations in Chinhoyi. This critical leadership role is responsible for defining and executing the strategic direction for customer support across all Delta Corporation brands and channels within the Mashonaland West Province. The successful candidate will be a seasoned professional with a proven track record of building and managing high-performing support teams, optimizing customer experience, and leveraging technology to enhance service delivery. You will be instrumental in shaping our customer-centric culture, ensuring that every interaction reflects our unwavering commitment to quality and satisfaction. This role requires a dynamic leader who can balance strategic planning with hands-on operational management, driving continuous improvement and setting new benchmarks for customer support excellence. You will analyze customer feedback, identify emerging trends, and implement proactive solutions to prevent issues, enhance customer loyalty, and drive repeat business. Furthermore, you will collaborate closely with cross-functional teams including sales, marketing, operations, and product development to ensure a seamless and integrated customer journey from product inquiry to post-purchase support. Your expertise will not only resolve immediate customer concerns but also inform broader business strategies, contributing directly to our market leadership. This is an unparalleled opportunity to make a significant and measurable impact on our brand reputation, customer retention rates, and overall business growth in a vibrant and growing market. You will champion the voice of the customer within the organization, advocating for improvements that directly enhance satisfaction and foster long-term relationships.
Key Responsibilities
- Develop and implement a comprehensive customer support strategy aligned with Delta Corporation's overall business objectives.
- Lead, mentor, and manage a high-performing customer support team, fostering a culture of excellence, empathy, and continuous improvement.
- Oversee all customer service channels, including phone, email, social media, and in-person interactions, ensuring consistent and high-quality service.
- Establish and monitor key performance indicators (KPIs) for customer support, analyzing data to identify trends, areas for improvement, and opportunities for innovation.
- Implement and optimize customer relationship management (CRM) systems and other support technologies to streamline operations and enhance efficiency.
- Collaborate with marketing, sales, and product teams to integrate customer feedback into product development and service offerings.
- Develop and manage the customer support budget, ensuring cost-effective operations while maintaining service quality.
- Handle escalated customer issues with professionalism and urgency, ensuring swift and satisfactory resolutions.
- Stay abreast of industry best practices, emerging technologies, and customer service trends to maintain Delta's competitive edge.
- Design and deliver training programs for support staff to enhance their skills, product knowledge, and customer handling techniques.
Required Skills
- Minimum of 10 years of progressive experience in customer service or support roles, with at least 5 years in a leadership/management position.
- Proven track record of developing and executing successful customer support strategies.
- Exceptional leadership and team-building skills, with a focus on coaching and development.
- Strong analytical skills, capable of interpreting complex data to drive actionable insights.
- Excellent verbal and written communication skills, with the ability to articulate complex information clearly and concisely.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and other customer service tools.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving abilities and a customer-centric mindset.
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
Preferred Qualifications
- Master's degree or MBA.
- Experience in the FMCG or beverage industry.
- Certification in Customer Service Management or Project Management (PMP).
- Familiarity with quality management systems (e.g., ISO 9001).
Perks & Benefits
- Competitive salary package and performance-based bonuses.
- Comprehensive medical and health insurance coverage.
- Company pension scheme.
- Generous paid time off and public holidays.
- Professional development opportunities and training.
- Employee wellness programs.
- Staff discounts on Delta Corporation products.
- Relocation assistance if applicable.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your CV and cover letter highlight your relevant experience and why you are the ideal candidate for this pivotal role at Delta Corporation Limited.