Description

• Leads a team of business and systems analysts  and works in close collaboration with the Operational, Process and IT teams to support and deliver to the Customer.  Applying an innovative approach to incorporate new business channels and integrate solutions with the customer in mind. Manages a complex systems environment supporting the roadmaps of the existing in-house system as well as the planning, design, and implementation of new developments and changes to business processes and technology.
• Utilising technology to identify customer needs at every touch point across multiple channels and using data and reports to create solutions to address needs and challenges that the customer may have.

Key Responsibilities 

• Formulate and present ideas to improve customer strategy and aligned to Company Strategy
• Develop business solutions to increase opportunities for customer engagement
• Enhance capabilities to improve Customer Technology in order to understand customer needs, their behavior and the challenges they may face
• Manage the operational performance of Customer Solutions team by increasing efficiency and effectiveness of all CRM applications/technology 
• Manage project delivery and execution with Business stakeholders
• Research market trends as well as industry best practices
• Communicate data reports to relevant stakeholders in order to customer engagement and streamline marketing efforts
• Facilitates Support team culture, values and principles in line with Pep culture

People Management

Budget Management

• Build and maintain strong relationships with both internal and external stakeholders to enhance cooperation and achieve business goals.
• Will keep abreast of industry trends in the retail space to improve service delivery to customers

Requirements

Job Requirements

• Relevant Bachelor’s degree 
• Senior Management experience
• Extensive experience in systems and processes preferably in financial services, digital channels, logistics or e-commerce environment
• 8+ years experience leading project teams to deliver complex, technical solutions 
• 8+ years of experience in a customer-facing role, engaging with senior customer executives, technologists and/or partners to solve complex business problems with advanced technologies

Retail experience

• Have a passion for technology solutions
• Project Management/Lead  – Advanced knowledge & understanding and application
• Strong communication skills
• Understanding of business processes
• Customer focussed
• Disruptive Innovation ability
• Strong problem solving abilities
• Ability to collaborate and coordinate between teams to meet customer opportunities