About Company
Hippo Valley Estates Limited, a proud subsidiary of Tongaat Hulett, stands as a leading agribusiness and integrated sugar producer in Zimbabwe. Strategically located in the heart of the Lowveld, our extensive operations encompass large-scale sugar cane farming, state-of-the-art processing facilities, and a comprehensive value chain that plays a crucial role in the national economy and significantly contributes to local community development. We are not just about producing sugar; our commitment extends deeply into sustainable agricultural practices, environmental stewardship, robust community engagement programs, and fostering a collaborative, innovative, and high-performance work environment. We pride ourselves on our rich heritage, unparalleled market presence, and our unwavering dedication to delivering consistent, high-quality products to our diverse customer base, both locally and internationally. Joining Hippo Valley means becoming part of an organization that values integrity, innovation, and impact.
Job Description
We are seeking an experienced and visionary Head of Customer Success to join our dynamic team at Hippo Valley Estates, a cornerstone of Zimbabwe’s agribusiness sector. This pivotal role is responsible for driving exceptional customer experiences, fostering long-term relationships, and ensuring our customers derive maximum value from our high-quality sugar products and related services. You will lead a dedicated team to proactively engage with our key B2B clients, including industrial users, distributors, and exporters, to truly understand their evolving needs and champion their success within our organization. The Head of Customer Success will be instrumental in developing and implementing innovative strategies to enhance customer satisfaction, significantly reduce churn, and identify exciting opportunities for growth and partnership. This role demands a strategic thinker with a strong commercial acumen, exceptional leadership skills, and an unwavering passion for customer advocacy. You will work closely with sales, operations, technical teams, and even our agricultural production units to streamline processes, proactively resolve issues, and ensure a seamless and value-added customer journey from initial engagement through ongoing support. We are looking for a results-oriented leader with a proven track record in customer success within a complex B2B environment, particularly in agriculture, manufacturing, or a related industrial sector. If you are eager to make a significant impact on our business, strengthen our market position, and drive the success of our valued customers, we strongly encourage you to apply. Join us in shaping the future of sustainable agribusiness in Zimbabwe and contributing to a legacy of excellence.
Key Responsibilities
- Develop and implement comprehensive customer success strategies and initiatives aligned with company objectives.
- Lead, mentor, and grow a high-performing Customer Success team, fostering a culture of proactive engagement and customer advocacy.
- Establish and maintain strong, long-lasting relationships with key customers, understanding their business goals and ensuring their success.
- Oversee the entire customer lifecycle, from onboarding and product adoption to retention and expansion.
- Identify customer needs and pain points, providing actionable insights to product development and operational teams for continuous improvement.
- Monitor customer health, identify at-risk accounts, and develop proactive intervention strategies to mitigate churn.
- Drive customer satisfaction, Net Promoter Scores (NPS), and retention rates through strategic planning and execution.
- Collaborate cross-functionally with sales, marketing, operations, and technical support to ensure a cohesive and superior customer experience.
- Manage customer escalations and work to resolve critical issues in a timely and effective manner, maintaining customer trust.
- Analyze customer data and feedback to identify trends, opportunities, and areas for improvement in our service delivery.
- Develop and manage the Customer Success budget and optimize resource allocation.
- Represent the voice of the customer within the organization, influencing strategic decisions and product roadmaps to meet market demands.
Required Skills
- Proven leadership experience (minimum 5 years) in Customer Success, Account Management, or a related client-facing executive role, preferably within a large-scale B2B environment.
- Exceptional interpersonal and communication skills (written and verbal), with the ability to build rapport, negotiate, and influence at all levels.
- Strong strategic thinking and advanced problem-solving abilities with a proactive approach.
- Demonstrated ability to develop and execute customer success strategies that significantly drive customer retention and growth.
- Proficiency in CRM software (e.g., Salesforce, Microsoft Dynamics) and customer success platforms.
- Excellent analytical skills with the ability to interpret complex data, identify key trends, and make data-driven decisions.
- Strong negotiation and conflict resolution skills, capable of managing sensitive customer situations.
- Ability to thrive and lead in a fast-paced, dynamic, and sometimes challenging industrial environment.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Marketing, Agriculture, Commerce, or a related field.
- Master’s degree (MBA) or relevant postgraduate qualification is a significant advantage.
- Extensive experience in the agribusiness, food manufacturing, commodities, or a related large-scale industrial sector.
- Familiarity with the Zimbabwean market dynamics, regulatory environment, and customer base.
- Certifications in Customer Success Management, Project Management, or Change Management.
Perks & Benefits
- Highly competitive salary package and performance-based bonuses.
- Comprehensive health and wellness insurance package.
- Generous paid time off and public holidays.
- Company housing assistance or subsidy (subject to terms and conditions, given rural location).
- Extensive opportunities for professional development, training, and career advancement within a leading agribusiness.
- Access to a range of recreational facilities within the estate community.
- The opportunity to make a tangible contribution to a vital national industry and the local economy.
How to Apply
Interested candidates are invited to apply by clicking on the application link below. Please ensure your comprehensive resume and a compelling cover letter clearly highlight your relevant experience, leadership achievements, and qualifications for this crucial role. Only shortlisted candidates who meet the specified criteria will be contacted for an interview.