Title:  Customer Manager Primary

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Immediate Superior: [[Customer Services Manager]]  Job Grade: [[25]]  Location: [[Tygervalley]] Function: [[Supply Chain]] Sub Function: [[Customer Services and Logistics]] Type of Contract: [[Permanent]] Reference Number: [[137119]]  Closing Date: 23/05/2025

Applications are invited for the above-mentioned position in the Customer Services and Logistics Function based in Tygervalley. This person will be reporting to the Customer Services Manager and responsible for driving Customer Satisfaction & loyalty by building a Customer centric CS operations.

Key Performance Areas would include, but are not limited to:

• Managing the day-to-day operations of the Primary team
• Building a true customer centric organization by coaching, training & sharing best practices to the CS team & relevant stakeholders
• Establishing a continuous improvement team by maintaining a Customer Value Pillar through the TPM methodology
• Driving operational execution of Logistics Trade Terms agreements
• Ensuring internal alignment both upstream with Production and Primary Logistics and downstream with Zone logistics, Sales and Finance.
• Ensure safety culture is applied across the CS team
• Customer Service Strategy: Leads the process of Customer Service Strategy Deployment. Applies CS manager 3 Year Customer Service Vision.
• Key input stakeholder to support Customer’s segmentation creation
• Ensures execution of Customer Service Strategy and plan to deliver optimal balance of customer satisfaction, service levels and cost as % of revenue.
• Manages and promotes communication and cross-functional collaboration:
  • Internal communication and cross-functional collaboration with Sales, Finance, Logistics and Production.
  • External communication with customers, ensuring trustful customer relations and Customer Satisfaction
• Customer Profitability & Negotiation with Customers: Measures & provides insights on Customer Profitability & satisfaction by:
  • Tracking Cost 2 Serve;
  • Analysing NPS & advantage score results;
• Manages the Logistics Trade Terms (LTT) agreements with Customers, while ensuring:  Development of LTT agreements,  LTT agreements are measured, tracked, reviewed, and enforced, Sales cooperation & alignment with agreed commercial Trade terms, Supports the Key Account Manager and LKAM in negotiations with customers from the perspective of logistics.
• Customer Collaboration & joint value creation: Implement the Customer Supply Chain agenda. Detects opportunities and implements Supply Chain collaboration initiatives with key Customers aiming at joint value creation.
• Organization and People management: Actively drives a customer centric culture in the OpCo and ensures cross-functional alignment. Effectively organizes and manages a team of people by:
  • Creating a safe, fun & comfortable place to work
  • Having right team structure and roles in-place
  • Driving an aligned and focused culture through clear performance targets and regular one-on-ones
  • Implementing talent development and competences development while supporting PDP construction
• Ensuring business continuity through succession planning Contributes to Global CS capabilities and CS community Influences the industry agenda in their OpCo
• Data-driven Decision Making; Order Management; Customer Requests, Queries & Claims; Cross Team Collaboration; Promoting Customer Centricity; Order Post-processing

The successful candidate must have the following experience/skills:

• Bachelor's degree in Business Administration, Logistics, Sales  or related field.
• 10+ years of experience in customer service & logistics management, Supply chain
• Proven leadership and team management experience
• Strong analytical, problem-solving, and strategic thinking skills
• Excellent communication, collaboration, and interpersonal skills
   

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Heineken Beverages (South Africa) (Pty) Ltd) is committed to an organisational culture that recognises, appreciates and values inclusion and diversity. You must be fully eligible to live and work in South Africa to apply