THE JOB AT A GLANCE

• As the Consumer Services Manager you will report to the Marketing CoE Director and lead and manage consumer services, ensuring a brilliant service experience for all consumers. You will also be charged with the distribution of quality and technical related product information to external and internal business partners. In addition, you will play a critical role managing the interface with Quality Control to ensure analysis and resolution of consumer quality complaints.

RESPONSIBILITIES

WHAT YOU WILL DO

• Ensure that Tiger Brands consumers receive a prompt, responsive, accurate and satisfactory outcome to their complaint or query 
• Develop, review and implement an effective complaints handling strategy and process
• Develop all materials, systems and processes relating to complaints handling, including information on training and learning materials
• Continually evolve a consumer complaints handbook for the handling of common complaints and fielding of frequently asked questions
• Flag to corporate affairs any consumer driven complaints or issues that may tarnish the Tiger Brands name
• Responsible for overseeing the development of targets and objectives within your team and upskilling the team to deliver best in class consumer services.
• Monitor performance and output against the contracts of all 3rd parties used in the management and resolution of consumer complaints 
• Continually analyse all consumer complaints and trends and provide regular reports to internal customers to ensure company awareness of current or potential quality problems with the long-term target of enhanced product quality and consumer satisfaction
• Partner with the CMI Director to ensure that the consumer experience when engaging with Tiger Brands is in-line with the broader consumer experience strategy
• Work across the organisation to identify the root causes behind continuous complaints

WHAT YOU WILL BE MEASURED ON

• % of successfully closed consumer complaints
• Implementation of consumer complaints handling process

QUALIFICATIONS

WHAT YOU’LL BRING TO THE TABLE

Key attributes and competencies

• Conflict resolution– ability to deescalate situations and problem solve high intensity situations
• People management– motivate and develop your team to handle all nature of complaints in a way that enhances Tiger Brands

Experience

• Experience in leading Consumer Services team and managing interface with Consumers and internal customers
• Ideally 3 years FMCG consumer services management experience